Fraud Account Specialist I

At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to business success.

About the role

As a Specialist I in Fraud, you will be the first point of contact for clients, providing exceptional customer service for various financial products. Your role involves handling inbound calls, building strong customer relationships, and offering innovative solutions to meet client needs. You'll thrive in a fast-paced call center environment, leveraging communication, multitasking, and results-oriented skills. You will work within a well-defined framework, performing routine tasks and following established procedures, with non-standard issues referred to your supervisor.

Responsibilities

• Manages a high volume of inbound calls (potentially over 100 daily), delivering comprehensive support for financial products
• Utilizes customer service expertise to interpret needs and deliver continuous insights
• Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience
• Excels both independently and collaboratively, driving team success and achieving goals
• Follows all regulatory and departmental practices and procedures diligently
• Takes ownership of each customer interaction while treating them with respect and responding with empathy

Requirements

• High school diploma or GED required
• At least 1 year of experience in phone or face-to-face customer interaction and support settings
• Ability to multitask with computer systems and work accurately
• Proficient computer literacy skills, with experience using technology to solve problems and communicate professionally
• Ability to manage complex customer interactions using empathy, composure, and sound judgment
• Adaptability and efficiency in fast-paced, dynamic, and results-driven environments
• Ability to solve problems and effectively present and explain solutions
• Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance
• Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments

Preferred Qualifications

• Developing ability to use data to understand issues and opportunities
• Developing skills in using AI technology for automation and prompt writing

Schedule

Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends. This position requires attendance at scheduled trainings, which may not coincide with regularly scheduled hours.

Benefits

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. Benefits include:

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching

About the team

Our Consumer & Community Banking division serves Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally, driving growth by refining technology-driven customer experiences that prioritize users.