• Job Description

  Req#: 210464468

  You have a minimum of 4 years in financial services performing roles of considerable complexity, including experience with customer interaction either by phone or face to face, with prior Fraud case management experience, and are also looking for your next growth opportunity. You have found the right team.

  As a Fraud Operations Analyst - Merchant Services with JPMorgan Chase under the Merchant Services team, you will possess experience and aptitude to perform core Fraud functions which involves proper assessment and decisioning for work items or issues. This includes transactional detail review and analysis. You will determine action based on Specialist review (disposition of cases), provide written and verbal Merchant communication to support both direct case work and Merchant inquiries, and resolve time sensitive and escalated requests. You will also effectively handle difficult client issues and provide explanation of Merchant Agreement Termination Conditions. You will help our customers receive the best fraud detection and protection in the industry. Whether this involves credit card, debit card, and/or deposit accounts, you will aim at mitigating fraud losses to the Bank and our customers.

  Job Responsibilities

  • Complete transactional detail review & analysis and determination action based on Specialist review (disposition of cases)
  • Provide written and Verbal Merchant Communication to support both direct case work and Merchant inquiries and provide current status or needed information to Merchant via phone (inbound or outbound)
  • Resolve time sensitive and escalated requests; effectively handle difficult client issues and provide explanation of Merchant Agreement Termination Conditions
  • Own additional leadership tasks as prescribed by Senior Leadership
  • Perform quality monitoring and provide Specialist feedback
  • Assess queue volume and recommend or reconfigure workflow distribution and priorities
  • Process exception approvals and escalated merchant concession determination

  Required Qualifications, Capabilities, and Skills

  • Minimum of 4 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
  • Experience working in a fast paced and high volume queue based financial services function
  • Research and Analytical skills
  • Advanced computer skills including use of multiple tools and applications as well as MS Office Suite, with 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

  Preferred Qualifications, Capabilities, and Skills

  • Prior Fraud case management experience highly desirable
  • Fraud business applications knowledge preferred including Lexis/Nexis and Customer Assist experience desirable
  • Prior team leadership preferred as this role will have some level of oversight for functions performed by the team
  • Demonstrated responsibility supporting team-based activity preferred including team performance oversight, escalation assist, coaching, directing and building a high performance team culture

• 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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