Credit Card Fraud Specialist I

JPMorgan Chase & Co. • San Antonio, TX

3d

About The Position

As a Fraud Specialist I in the Fraud Contact Center, you will serve as a first point of contact for customers with fraud-related servicing needs. You will gather information, document outcomes, provide clear next steps, and navigate multiple systems while following established procedures. The role requires accuracy, composure, and empathy during complex conversations. It involves fast-paced, phone-based work handling inbound and outbound calls, with the potential to manage over 100 calls daily. Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends, and attend training as scheduled; training hours may differ from regular scheduled hours.

The position is part of Chase’s Consumer & Community Banking operations. The company offers a competitive total rewards package, with base salary determined by role, experience, skill set, and location. Eligible roles may receive commission-based pay and/or discretionary incentive compensation. Benefits and programs are based on eligibility, and additional compensation and benefits details are provided during hiring.

Requirements

• At least 1 year of customer service experience in a phone-based or face-to-face environment.
• Ability to manage high call volumes, including frequent outbound calling, while maintaining service quality.
• Demonstrated communication and information-gathering skills, including clear documentation.
• Ability to use empathy, composure, and sound judgment to handle complex or sensitive interactions.
• Ability to learn new products and systems quickly and apply updates as processes evolve.
• Proficiency using multiple computer applications simultaneously with accuracy and attention to detail.
• Ability to solve problems and clearly explain solutions and next steps to customers.
• Ability to work effectively both independently and as part of a team.
• High school diploma or GED.
• Willingness and ability to work schedules during operating hours, which may include evenings and weekends.
• Ability to attend scheduled training, which may take place outside regular scheduled hours.

Nice To Haves

• Developing ability to use data to understand issues and opportunities.
• Developing skills in using AI technology for automation and prompt writing.

Responsibilities

• Manage a high volume of inbound and outbound calls, potentially over 100 daily, and provide comprehensive support for financial products.
• Use customer service expertise to interpret customer needs and deliver continuous insights.
• Navigate multiple computer systems efficiently, demonstrating adaptability and resilience.
• Work independently and collaboratively to support team success and achieve goals.
• Follow regulatory and departmental practices and procedures.
• Take ownership of customer interactions, treating customers with respect and responding with empathy.
• Gather information, document outcomes, and provide clear next steps for customers.
• Attend training as scheduled.

Benefits

• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in the form of cash and/or forfeitable equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED