Retail Fraud Specialist II

JPMorganChase • San Antonio, TX

7d

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 work within established procedures and a defined framework; non-standard issues are referred to a supervisor. Candidates must be able to work schedules during operating hours, which may include evenings and weekends, and attend scheduled training. Training hours may differ from regularly scheduled hours.

Requirements

• At least 2 years of experience supporting customers by phone or face-to-face, with the ability to multitask across computer systems and work accurately.
• Communication, information-gathering, and decision-making skills.
• Customer interaction and support skills.
• 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.
• Problem-solving skills and ability to present and explain solutions effectively.
• Ability to learn products and systems quickly, embrace challenges, seek feedback, and improve performance to achieve goals.
• Proficient computer literacy, including experience using technology to solve problems and communicate professionally.
• 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 regularly 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.
• Exposure to AI-enabled business tools and willingness to adopt emerging technologies that support process improvement and operational excellence.
• For internal applicants, 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 comprehensive support for financial products.
• Interpret customer needs and provide ongoing insights using customer service expertise.
• 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 customer interactions, treating customers with respect and responding with empathy.
• Refer non-standard issues to a supervisor.

What This Job Offers

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