You have a minimum of 4 years in financial services performing roles of considerable complexity, including experience with customer interaction either by phone or face to face, with prior Fraud case management experience, and are also looking for your next growth opportunity. You have found the right team. 

 

As a Fraud Analyst - Merchant Services with JPMorgan Chase under the Merchant Services team, you will possess experience and aptitude to perform core Fraud functions which involves proper assessment and decisioning for work items or issues to  include transactional detail review and analysis. You will determine action based on Specialist review (disposition of cases), provide written and verbal Merchant communication to support both direct case work and Merchant inquiries, and resolve time sensitive and escalated requests. You will also handle difficult client issues and provide explanation of Merchant Agreement Termination Conditions. You will help our customers receive the best fraud detection and protection in the industry.  You will aim at mitigating fraud losses to the Bank and our customers, whether this involves credit card, debit card, and/or deposit accounts.

 

Job Responsibilities

Manage transactional detail review & analysis and determination action based on Specialist review (disposition of cases)Communicate written and Verbal Merchant information to support both direct case work and Merchant inquiries and provide current status or needed information to Merchant via phone (inbound or outbound)Resolve time sensitive and escalated requests; effectively handle difficult client issues and provide explanation of Merchant Agreement Termination ConditionsOwn additional leadership tasks as prescribed by Senior LeadershipPerform quality monitoring and provide Specialist feedbackAssess queue volume and recommend or reconfigure workflow distribution and prioritiesProcess exception approvals and escalated merchant concession determination

 

Required Qualifications, Capabilities, and Skills

Minimum of 4 years in financial services performing roles of considerable complexity including experience with customer interaction either by phone or face to face, prior Fraud, advanced Research or Investigative work related experience requiredExperience working in a fast paced and high volume queue based financial services functionResearch and Analytical skillsAdvanced computer skills including use of multiple tools and applications as well as MS Office Suite, with accuracy and attention to detailAptitude for quickly assessing root of merchants need to service requests or escalate when neededExcellent communication skills (verbal and in writing)Problem solving / critical thinking skills and ability to exercise independent judgment

 

Preferred Qualifications, Capabilities, and Skills

Prior Fraud case management experience highly desirableFraud business applications knowledge preferred including Lexis/Nexis and Customer Assist experience desirablePrior team leadership preferred as this role will have some level of oversight for functions performed by the teamDemonstrated responsibility supporting team-based activity preferred including team performance oversight, escalation assist, coaching, directing and building a high performance team culture