If you’re passionate, curious and ready to make an impact, we’re looking for you to help us grow our businesses for the future.
As a Fraud Operations Analyst within the Fraud Operations team, you will play a specialized role with day-to-day functional responsibilities similar to Senior Specialists IV, while also supporting the team and department in reporting, monitoring, escalation resolution, and continuous evolution. You will review complex merchant account activity, employing critical thinking skills to identify potential fraud and perform account analysis using various systems.
Job responsibilities:
- Review complex merchant account activity using multiple system applications to identify potential fraud.
- Employ critical thinking skills for Merchant Processing transactions and demonstrate independent decision-making.
- Communicate effectively with internal partners, conveying ownership and commitment to building relationships.
- Handle inbound and outbound calls to resolve merchant needs, with phone time varying based on department priorities.
- Cross-train on other queues and serve as a coach, escalating merchant case work as needed.
- Perform quality monitoring, provide Specialist feedback, and assess queue volume for workflow distribution.
- Process exception approvals and escalated merchant concession determination.
- Partner with Risk and Strategy resources on research and automation opportunities.
- Author and review procedure updates, ensuring accuracy, and assist with department communication.
- Conduct new hire or up-skill Specialist training and serve as interim manager when needed.
- Present business updates regarding team health and work performed, producing reports for operational analysis.
Required qualifications, capabilities, and skills:
- Minimum of four years of merchant interaction or support experience, either by phone or face-to-face.
- Proficiency with advanced computer functions, including MS Office suite.
- Excellent communication skills (verbal and written).
- Strong problem-solving and critical thinking skills.
- Experience in a fast-paced environment with high volume queues.
- Advanced computer skills, including data storage and reporting platforms like SharePoint, Tableau, and Alteryx.
- Ability to analyze, interpret, and present data with accuracy and attention to detail.
- Aptitude for quickly assessing root causes of service requests.
Preferred qualifications, capabilities, and skills:
- Prior team leadership experience.
- Fraud business applications knowledge, including Lexis/Nexis and Customer Assist.
- College degree preferred.
- Previous negotiation skills.
Work Schedule:
Work schedules vary, including evenings and weekends. Specific information will be provided by the Recruiter.
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.