Risk Operations Analyst – Fraud Call Center(Bilingual Spanish Required)
Status:Full Time, Employee
Job Ref Code:120014628
Job Location:San Antonio, Tx 78258
*Bilingual (Spanish/English) Required: will qualify for language differential
2ND SHIFT POSITION - SCHEDULE WILL BE 2:30PM-11:30PM. MUST BE ABLE TO WORK EVERY SATURDAY. Will qualifiy for shift differential.
TRAINING STARTS APRIL 30TH AND WILL BE 5 WEEKS IN DURATION, MON-FRI 8-5PM DURING TRAINING.
Risk Ops Analysts …
· Are focused on the customer
· Are able to evaluate and analyze data from multiple sources in a fast-paced environment
· Have excellent attention to detail and concern for all aspects of the job
· Have amazing communication and personal skills
· Make decisions quickly that are consistent with policies and procedures to ensure positive resolution
Research and resolve customer disputed transactions in regards to their ATM/Debit Card. Must be able to express empathy towards customer's perspective and understand diversity. Maintain professionalism under all circumstances. Independently resolve some level of customer issues where policy and procedures are not clear cut. Able to apply federal regulation and processor (VISA, ATM shared network) requirements on a situational basis. Identifies and communicates opportunities for process improvement.
JPMorgan Chase creates lifelong, engaged relationships with our customers by being a trusted provider of financial services. Our employees embrace our values of Integrity, Collaboration, Service, Ownership and Innovation.
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- 2ND SHIFT POSITION - SCHEDULE WILL BE 2:30PM-11:30PM. MUST BE ABLE TO WORK EVERY SATURDAY.
- TRAINING STARTS APRIL 30TH AND WILL BE 5 WEEKS IN DURATION, MON-FRI 8-5PM.
- Bi-lingual in Spanish/English required.
- Requires minimum 1 year customer service experience.
- Call Center experience preferred.
- Self-starter with strong organizational skills.
- Ability to comprehend the debit/credit card industry and related company policies as it pertains to resolving merchant dispute.
- Ability to comprehend Visa and MasterCard guidelines and Federal Regulation E.
- Excellent verbal and written communication skills are required for frequent customer interaction.
- Excellent reading comprehension and problem-solving skills.
- Adaptability, dependability, and flexibility needed to keep up with changing work assignments and work schedule.
- Customer-focused, understanding of individual customer needs.
- Can adapt to the needs of challenging calls (ie: diffusing customer anger, negotiating with merchants).
- Ability to remain professional in all circumstances to customers, merchants, and teammates.
- Strong computer navigation skills and typing skills. MS Word, Excel.
- Previous merchant dispute/chargeback experience preferred.
JPMorgan Chase offers an exceptional benefits program and a highly competitive compensation package.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.