Retail Fraud Specialist II Bilingual English and Spanish Required

JPMorgan Chase & Co. • San Antonio, TX

1d

About The Position

As a Specialist II in Fraud at JPMorganChase, you will be a first point of contact for clients, providing customer service for various financial products. You will handle inbound calls, build customer relationships, and offer solutions to meet client needs in a fast-paced call center environment. The role involves routine tasks performed within established procedures and a well-defined framework; non-standard issues are referred to a supervisor. Fluency in reading and speaking both Spanish and English is required.

Requirements

• Fluent in reading and speaking both Spanish and English.
• Communication, information-gathering, and decision-making skills.
• At least 2 years of customer interaction and support experience in phone or face-to-face settings, with the ability to multitask across computer systems and work 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 effectively.
• Adaptability and efficiency in fast-paced, dynamic, results-driven environments.
• Ability to solve problems and present and explain solutions effectively.
• 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.
• Exposure to AI-enabled business tools and willingness to adopt emerging technologies that support process improvement and operational excellence.
• For internal applicants, preferred experience supporting multiple CCB Operations functions or lines of business.

Responsibilities

• Manage a high volume of inbound calls, potentially more than 100 per day, and provide support for financial products.
• Interpret customer needs and provide ongoing insights using customer-service expertise.
• Navigate multiple computer systems efficiently and demonstrate 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 respectfully and responding with empathy.

Benefits

• Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

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