Retail Fraud Specialist II (Columbus)

JPMorgan Chase & Co.•Columbus, OH

17h

About The Position

As a Specialist II in Fraud at JPMorganChase, you will provide customer service and support for financial products, primarily through research. The role is approximately 80% research and 20% phone work. You will handle customer interactions, interpret needs, and provide support and solutions while working within established procedures. Non-standard issues are referred to a supervisor. The position operates in a fast-paced environment and requires effective use of multiple computer systems, independent work, and collaboration with a team. Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends. Attendance at scheduled training is required; training hours may differ from regular scheduled hours.

Requirements

Communication, information-gathering, and decision-making skills.
At least 2 years of customer interaction and support experience in phone or face-to-face settings.
Ability to multitask across computer systems while working accurately.
Ability to manage complex customer interactions with empathy, composure, and sound judgment.
Ability to adjust to new situations and navigate different cultural contexts and workplace environments.
Adaptability and efficiency in fast-paced, dynamic, results-driven environments.
Ability to solve problems and effectively present and explain solutions.
Ability to learn products and systems quickly, embrace challenges, seek feedback, and work toward goals.
Proficient computer literacy, including experience using technology to solve problems and communicate professionally.
High school diploma or GED.

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

Provide comprehensive support for financial products, with approximately 80% research and 20% phone work.
Use customer service expertise to interpret customer needs and provide ongoing insights.
Navigate multiple computer systems efficiently.
Work independently and collaboratively to support team success and achieve goals.
Follow regulatory and departmental practices and procedures.
Take ownership of each customer interaction, treating customers with respect and responding with empathy.
Refer non-standard issues to a supervisor.
Attend scheduled training.