JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients
As a Fraud Analyst within Fraud Utilitiy, you will perform outbound calls to clients and internal partners to validate payments. Monitor various queues for detection of potential fraud payments and prioritizing to ensure payment cutoffs are met. Process end-to-end fraud flow for confirmed fraud and fraud activities.
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Job Responsibilities
- Manage outbound calls to clients and internal partners to validate payments. Actively engaging with internal partners.
- Monitor various queues for detection of potential fraud payments and prioritizing to ensure payment cutoffs are met.
- Troubleshoot payment transactions to identify false/positives and decision on how to handle. Manage immediate reaction and escalation of confirmed fraud payments and following procedures to secure the client profiles and escalating to relationship and management teams
- Ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
- Manage accurate and timely documentation of all interactions. Monitor group mailbox and assignment of email inquiries that require investigation or client callback.
- Support the development and maintenance of policies, procedures, and training materials. Escalation of issues as necessary.
- Partner with Production Management and Clearing teams to adjust or correct fraud monitoring criteria where needed.
- Participate in creating end of day reports and fraud monitoring activity reports.
- Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals. Process end-to-end fraud flow for confirmed fraud and fraud activities ie. malware/BEC
- Conduct training as SME
- Perform other duties as assigned
Required qualifications, capabilities, and skills
- Excellent oral and written communication skills
- Excellent interpersonal skills
- 2 years customer service experience in a call center environment
- Basic technical proficiency in Windows LAN/PC environments and systems, and in web- and browser-based applications and technologies.
- Flexibility to support adjustments to work schedule
- Ability to quickly adapt and learn new products and technologies
- Ability to work in a fast paced performance driven environment
Preferred qualifications, capabilities, and skills
- Knowledge on Wires, ACH, SWIFT & international payment conventions/practices is desired
- Strong analytical and problem solving skills
ABOUT US
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.