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JPMorgan Claims Specialist III - Global Card Operations 
Philippines, Quezon City 
847648307

06.07.2024

Work Schedule: WHEM Shift (8pm-6am MNL Operating Hours; Monday-Friday); Work during US/PH Holidays.

Job Responsibilities:

  • Review and investigate cardholder/client claim of merchant disputes or unauthorized transactions.
  • Ensure that account is issued the temporary credit for each transaction in question during the investigation phase.
  • Correspond to the cardholder/client via email and phone to acknowledge receipt of claim and/or request additional information.
  • Review account activity with cardholders to identify save opportunities.
  • Handle incoming calls from cardholders inquiring about the status of their claim.
  • Work directly with merchants thru outgoing calls to identify recovery opportunities for the claim.
  • Initiate chargeback to recover funds when applicable and identify fraud trends.
  • Follow escalation procedures for high-value and complex cases for assistance.

Required qualifications, capabilities, and skills:

  • Minimum 1-2 years of Call Center/BPO experience.
  • Strong customer service, analytical skills, and attention to details.
  • Excellent verbal and written communications skills.
  • Ability to multi-task and can work in a fast paced, high volume environment.
  • Knowledge of computer software systems such as Microsoft Office.
  • Must be willing to work overnight and shifting schedules.

Preferred Qualifications, Capabilities and Skills:

  • Background in servicing credit card and/or prepaid card products.
  • Experience with Fraud and/or Disputes investigations (credit card and/or prepaid card) preferred.
  • Knowledge of Association (Visa/MasterCard) chargeback regulations is a plus.