JPMorgan Fraud Manager - WePay Cebu Commercial & Investment Bank 

Philippines, Cebu City 

929215831

As a Merchant Fraud Operations Account Manager within the Fraud group, you will lead a team of Fraud Specialists to review merchant transactions and identify possible fraud. You will manage day-to-day operations, ensure compliance with laws and regulations, and collaborate with various teams to provide excellent service to our merchants.

Job responsibilities:

• Monitor Fraud Merchant Services Specialists' performance, including attendance, phone usage, call quality, and training.
• Assist Fraud Specialists with escalations and support internal customers with questions.
• Manage people and resources, including development, attrition, and training programs.
• Improve and maintain a controlled environment with necessary control activities and tools.
• Manage relationships with internal and external clients, anticipate needs, and facilitate meetings.
• Monitor and actively manage queues and workloads.
• Oversee the performance management cycle, including objective setting and career planning.
• Develop and maintain written procedures and training materials.
• Ensure deal deliverables are met, managing implementation issues and error resolution.
• Liaise with other departments on projects and workflow processes and facilitate RCSA annual testing and SOP/Job Aide review for Merchant Services.
• Lead or co-lead Department Action Plans and remediation efforts for identified gaps.

Required qualifications, skills, and capabilities:

• More than 2 years of experience in a management position with direct employee supervision.
• At least one year of experience in Merchant Services.
• Willingness to work in a phone-based customer interaction environment.
• Strong working knowledge of the payment processing industry.
• Willingness to work overnight and shifting schedules.

Preferred qualifications, skills, and capabilities:

• Previous fraud experience preferred.