Retail Fraud Specialist II (San Antonio)

JPMorgan Chase & Co.•San Antonio, TX

About The Position

As a Specialist II in Fraud at JPMorganChase, you will provide customer service and support for a range of financial products. The role is primarily off the phones, with approximately 80% research and 20% phone work. You will handle customer interactions, gather information, research issues, and offer solutions in a fast-paced environment while working within established procedures. Non-standard issues are referred to a supervisor. The position also requires attending scheduled training, whose 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 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 ability and skill in presenting and explaining solutions.
Ability to learn products and systems quickly, embrace challenges, seek feedback, and work toward goals.
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

Research customer and fraud-related issues and provide support for financial products, spending approximately 80% of the role on research and 20% on phone work.
Interpret customer needs and provide ongoing insights and solutions.
Navigate multiple computer systems efficiently while multitasking.
Work independently and collaboratively to contribute to team goals.
Follow regulatory requirements and departmental practices and procedures.
Take ownership of customer interactions and respond respectfully and empathetically.
Refer non-standard issues to a supervisor.
Attend training as scheduled.