Fraud Analyst – Fraud Utility

JOB DESCRIPTION

At JPMorgan Chase, we champion a culture of diversity, equity, and inclusion, recognizing that diverse talent is key to our success. We provide equal opportunities for all, encouraging our employees to bring their authentic selves to work, without discrimination. We accommodate religious practices, beliefs, and disability needs, valuing the strength and creativity that different perspectives bring to our work. If you're passionate, curious, and ready to make an impact, we invite you to join us in shaping the future of our business.

As a Fraud Analyst within Fraud Utility, you will perform outbound calls to clients and internal partners to validate payments. Monitor various queues for detection of potential fraud payments and prioritizing to ensure payment cutoffs are met. Process end-to-end fraud flow for confirmed fraud and fraud activities.

Job Responsibilities

• Make outbound calls to clients and internal partners to validate payments. Actively engaging with internal partners. Monitor various queues for detection of potential fraud payments and prioritizing to ensure payment cutoffs are met.
• Troubleshoot payment transactions to identify false/positives and decision on how to handle. Process end-to-end fraud flow for confirmed fraud and fraud activities ie. malware/BEC
• Perform immediate reaction and escalation of confirmed fraud payments and following procedures to secure the client profiles and escalating to relationship and management teams.
• Ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
• Perform accurate and timely documentation of all interactions. Monitor group mailbox and assignment of email inquiries that require investigation or client callback.
• Support the development and maintenance of policies, procedures, and training materials. Escalation of issues as necessary.
• Partner with Production Management and Clearing teams to adjust or correct fraud monitoring criteria where needed. Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
• Participate in creating end of day reports and fraud monitoring activity reports.
• Conduct training as SME
• Perform other duties as assigned

Required qualifications, capabilities, and skills

• Excellent oral and written communication skills
• 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

Preferred qualifications, capabilities, and skills

• Knowledge on Wires, ACH, SWIFT & international payment conventions/practices is desired
• Strong analytical and problem solving skills

ABOUT US

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.

ABOUT THE TEAM

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.