Retail Fraud Specialist II

JPMorgan Chase & Co. • San Antonio, TX

8d

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 a range of 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. The position requires attendance at scheduled training, which may take place outside regular scheduled hours. Candidates must be willing and able to work schedules within operating hours, which may include evenings and weekends.

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 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.
• 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 comprehensive support for financial products.
• Use customer service expertise to interpret customer needs and provide ongoing insights.
• Navigate multiple computer systems efficiently, demonstrating adaptability and resilience.
• Work independently and collaboratively to support team success and achieve goals.
• Follow regulatory and departmental practices and procedures.
• Take ownership of each customer interaction, treating customers with respect 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