Retail Fraud Specialist II Bilingual English and Spanish Required

JPMorganChase • San Antonio, TX

1d

About The Position

As a Specialist II in Fraud at JPMorganChase, you will be the 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 well-defined framework; non-standard issues are referred to a supervisor. Candidates must be fluent in English and Spanish. Schedules may include evenings and weekends, and training hours may differ from regularly scheduled hours.

Requirements

• Fluency 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.
• Ability to multitask across computer systems and work accurately.
• Ability to manage complex customer interactions with empathy, composure, and sound judgment.
• Ability to adapt 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 work toward performance goals.
• Proficient computer literacy, including using technology to solve problems and communicate professionally.
• High school diploma or GED.
• Must be willing and able to work schedules during operating hours, which may include evenings and weekends.

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 daily, and provide comprehensive support for financial products.
• Interpret customer needs and deliver 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 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