Fraud Analyst - Merchant Services

JPMorgan Chase & Co.•Plano, TX

13h•Onsite

About The Position

Join the Fraud Merchant Services Operations Team, where you’ll play a key role in risk mitigation at one of the world’s most innovative banks. Become part of our dynamic team and make a meaningful impact by reducing risk exposure, supporting your peers, and building lasting partnerships across internal departments. As a Fraud 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 to include 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 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. You will aim at mitigating fraud losses to the Bank and our customers, whether this involves credit card, debit card, and/or deposit accounts.

Requirements

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 along with attention to detail
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

Nice To Haves

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

Responsibilities

Manage transactional detail review & analysis and determination action based on Specialist review (disposition of cases)
Communicate written and Verbal Merchant information 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
Provide explanation of Merchant agreement termination conditions, Risk initiated account terminations and Risk initiated placement or release of funds on hold or in reserve