Fraud Analyst â Fraud Utility Manila (Mandarin Bilingual Support)
Fraud Analyst â Fraud Utility Manila (Mandarin Bilingual Support)
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Salary Not Disclosed
1 Vacancy
Job Description
As a Fraud Analyst in the Fraud Utility team you will be responsible for performing outbound calls to clients and internal partners to validate payments monitoring various queues for detection of potential fraud payments and processing end-to-end fraud flow for confirmed fraud and fraud activities. You will also be expected to ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
Job Responsibilities
- Make outbound calls to clients and internal partners to validate payments and actively engage with internal partners. Ensure accurate and timely documentation of all interactions.
- Monitor various queues for detection of potential fraud payments and prioritize to ensure payment cutoffs are met. This includes the monitoring of the group mailbox and assignment of email inquiries that require investigation or client callback.
- Troubleshoot payment transactions to identify false/positives and decide on how to handle.
- Immediately react and escalate confirmed fraud payments follow procedures to secure the client profiles escalate to relationship and management teams and process end-to-end fraud flow for confirmed fraud and fraud activities i.e. malware/BEC
- Ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
- Support the development and maintenance of policies procedures and training materials. Escalate 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.
- Conduct training as SME.
- Perform other duties as assigned.
Required qualifications capabilities and skills
- Excellentoral and written communication skills in English and Mandarin
- 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.
- Proficient in Business Mandarin Language (both verbal and written)
Preferred qualifications capabilities and skills
- Knowledge on Wires ACH SWIFT & international payment conventions/practices is desired
- Strong analytical and problem solving skills
All application requirements (including updated resume - please include specifics of your career) should be posted submitted and completed in the Oracle tool.
Required Experience:
IC
Employment Type
Full-Time
