Retail Fraud Specialist II (Columbus)

JPMorganChase • Columbus, OH

1d

About The Position

At JPMorganChase, the Retail Fraud Specialist II is a first point of contact for clients, providing customer service and support for various financial products. The role is primarily off the phones, with approximately 80% of the work involving research and 20% involving phone interactions. It operates within a well-defined framework, with routine tasks performed according to established procedures and non-standard issues referred to a supervisor. The specialist works in a fast-paced environment, uses multiple computer systems, and builds customer relationships by offering solutions and responding with empathy. The position requires schedules that may include evenings and weekends, as well as attendance at scheduled training; training hours may differ from regular scheduled hours.

Requirements

• Communication, information-gathering, and decision-making skills.
• At least 2 years of experience in phone or face-to-face customer interaction and support.
• 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.
• Adaptability and efficiency in fast-paced, dynamic, results-driven environments.
• Problem-solving skills and ability to present and explain solutions.
• Ability to learn products and systems quickly, embrace challenges, seek feedback, and improve performance.
• Proficient computer literacy, including 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, primarily through research, with some phone work.
• 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 clients with respect and responding with empathy.
• Refer non-standard issues to a supervisor.
• Attend training as scheduled.

What This Job Offers

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