• Job Description

  Req#: 210643505

  Chase Merchant Services, part of Corporate Investment Banking, is a global leader in payment processing, authorizing transactions in over 130 currencies. With innovative platforms, Chase supports a wide range of payment methods and fuels e-commerce growth, processing over 50% of Internet transactions. Their secure solutions enhance cash-flow management and mitigate risk, helping small and emerging businesses become industry leaders. Whether online or at the point of sale, Chase offers exceptional service and financial strength to companies of all sizes.

  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.

  All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

• About the company

  J.P. Morgan is a leader in financial services, offering solutions to clients in more than 100 countries with one of the most comprehensive global product platforms available. We have been helping our clients to do business and manage their wealth for more than 200 years. Our business has been built upon our core principle of putting our clients'​ interests first.

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