JPMorgan Fraud Specialist IV - WePay Cebu / 

Philippines, Cebu City 

814511784

The Fraud Specialist IV will review merchant account activity by navigating through multiple system applications. They assess, analyze and research on merchant’s processing activities to identify potential fraud and take appropriate action to mitigate losses of both the merchant and the bank. They are also responsible in making sure that transactions in the Auth and Sale cycle are reviewed and approved to go through within our set SLA.

Note that this position may involve inbound and outbound calls to resolve merchant needs (queue / non queue based) and phone time may vary based on priorities of the department.

Successful candidates will possess experience and aptitude to perform core Fraud functions which involves proper assessment and decisioning for work items or issues pertaining to any of the following:

• Transactional detail review & analysis
• Determination of action based on Specialist review (disposition of cases)
• Written and Verbal Merchant Communication to support both direct case work and Merchant inquiries
• Resolving time sensitive and escalated requests; effectively handle difficult client issues
• Provide explanation of Merchant Agreement Termination Conditions
• Provide current status or needed information to Merchant via phone (inbound or outbound)
• Risk Initiated Account Terminations
• Risk Initiated Placement or Release of Funds on Hold
• Release of Funds Hold
• Own additional leadership tasks as prescribed by Senior Leadership

In addition to day-to-day core functions, Fraud Specialist IV role may also:

• Escalate Merchant case work
• Possess advanced proficiency with Excel used for problem solving, impact quantification and reporting
• Serve as a collaborator and or coach
• Assess queue volume and recommend or reconfigure workflow distribution and priorities
• Partner with Risk and Strategy resources on research and automation opportunities
• Author and/or review procedure updates and attest to accuracy
• Assist with department communication
• Work with Operational Readiness teams to ensure business preparedness for changes implemented
• Professionally communicate with callers using interpersonal skills that convey a sense of ownership
• May be consulted with or asked to help drive resolution to production issue including root cause analysis
• Cross Train on other functions

Required Qualifications, Skills and Capabilities:

• This is an individual contributor role that may require phone work to support the needs of the department
• Prior Fraud case management experience highly desirable
• Minimum 2 years in financial services performing roles of considerable complexity including experience with customer interaction either by phone or face to face, prior Fraud, Advanced Research or Investigative work related experience required
• Exercise sound judgement related to priority of work and case aging; able to shift directions as work load requires
• Research and Analytical skills
• Strong computer skills including use of multiple tools and applications
• Accuracy and attention to detail
• Aptitude for quickly assessing root of merchants need to service requests or escalate when needed
• Excellent communication skills (verbal and in writing)
• Problem solving / critical thinking skills and ability to exercise independent judgment
• Experience working in a fast paced environment under pressure and with high volume queues
• Strong attendance record of low absences and an ability to work longer days to manage case volumes is important
• Fraud business applications knowledge preferred including Lexis/Nexis and Customer Assist experience desirable

TENURE:

• Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

• Meets satisfactory performance standards as defined by the firm

You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in the

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.