Fraud Analyst - Merchant Services
Fraud Analyst - Merchant Services
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Job Description
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 aFraud Analyst - Merchant Serviceswith 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 Conditions
- Own additional leadership tasks as prescribed by Senior Leadership
- Perform quality monitoring and provide Specialist feedback
- Assess queue volume and recommend or reconfigure workflow distribution and priorities
- Process 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 required
- Experience working in a fast paced and high volume queue based financial services function
- Research and Analytical skills
- Advanced computer skills including use of multiple tools and applications as well as MS Office Suite with accuracy and attention to detail
- Aptitude for quickly assessing root of merchants need to service requests or escalate when needed
- Excellent 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 desirable
- Fraud business applications knowledge preferred including Lexis/Nexis and Customer Assist experience desirable
- Prior team leadership preferred as this role will have some level of oversight for functions performed by the team
- Demonstrated responsibility supporting team-based activity preferred including team performance oversight escalation assist coaching directing and building a high performance team culture
Required Experience:
IC
Employment Type
Full-Time
