JPMorgan International Consumer Business – Fraud Contact Center Specialist 

Philippines, Cebu City 

54646978

Job Responsibilities:

Perform fraud-specific duties that include, but not limited to:

• Review and decide on onboarding customers as a result of an exception.
• Review and decide on transaction exceptions, reaching out to customers as necessary.
• Identify and resolve fraud-related issues reported by customers.
• Review security information and account activity with the callers, identify the type of fraud and setup accounts for investigation.
• Identify fraud trends, procedure and strategy opportunities that will improve fraud prevention, detection results and customer satisfaction. As needed, may be cross-trained for other fraud processes such as specialized queues and fraud prevention functions.
• Investigate cases for recovery opportunities.
• Minimize and prevent losses resulting from high risk and fraudulent monetary and non-monetary transactions.
• Ensure that regulatory, legal, bank and audit requirements are met.
• Provide best-in-class customer service, through phone and chat, handle “everyday banking” issues from the customers, resolve general account maintenance/management concerns, which includes disputes/claims, process and manage payments.
• Identify, capture, and resolve complaints from customers within the agreed service levels.

Required qualifications, capabilities, and skills:

• 2 years financial services under Fraud operations background
• Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate
• Must be willing to work in rotating schedules and shifts
• Must be willing to work in an environment that supports customers on both phone, chat, and back-office
• Excellent verbal and written communication with both external and internal customers
• Proficient with Windows Operating Systems and Microsoft Office Tools