Take a lead role in acquiring, managing and retaining meaningful relationships that deliver outstanding experience to our customers. In this role, you will balance your focus on business results by offering options and finding solutions to help our customers with issues.

 

Job Summary:

As a Payment Lifecycle Analyst within our Fraud Specialist 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 monitoring 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 them.Immediately react and escalate confirmed fraud payments, follow procedures to secure 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 meet business goals.Conduct training as a Subject Matter Expert (SME). Perform other duties as assigned.

Required Qualifications, Skills and Capabilities:

Excellent oral and written communication skillsExcellent interpersonal skills2 years customer service experience in a call center environmentBasic technical proficiency in Windows LAN/PC environments and systems, and in web- and browser-based applications and technologies. Flexibility to support adjustments to work scheduleAbility to quickly adapt and learn new products and technologiesAbility to work in a fast paced performance driven environment

Preferred Qualifications, Skills and Capabilities:

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