Credit Card Fraud Specialist I Bilingual English and Spanish Required (Wiseman)

Location: San Antonio, TX, United States

Job Family: Fraud

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a commitment to innovation and customer protection. As a Credit Card Fraud Specialist I (Bilingual English and Spanish Required) in our San Antonio, TX call center, you will join a dynamic team dedicated to safeguarding our clients' assets in the competitive world of consumer banking. This entry-level role within the Fraud category involves handling inbound inquiries from cardholders who may be experiencing suspicious activity on their JP Morgan Chase credit cards. Your expertise will help detect and mitigate fraud risks, ensuring a secure banking experience for millions of customers while contributing to the firm's reputation as a trusted financial partner. In this position, you will leverage your bilingual skills to assist a diverse customer base, conducting thorough investigations into potential fraud cases using advanced tools like real-time transaction monitoring systems and AI-driven analytics. Daily responsibilities include verifying customer identities, analyzing transaction histories for anomalies, and taking decisive actions such as freezing accounts or issuing provisional credits. You will collaborate with risk analysts and compliance officers to uphold standards set by regulations like the Gramm-Leach-Bliley Act and internal JP Morgan Chase policies, all while delivering empathetic, solution-oriented support to resolve issues efficiently. We value professionals who thrive in a fast-paced, 24/7 environment and are passionate about financial security. This role offers opportunities for growth within JP Morgan Chase's robust career development programs, where top performers can advance to senior fraud specialist or investigative roles. Located in the vibrant city of San Antonio, you'll be part of a supportive team that balances cutting-edge technology with human-centered service, helping to protect against evolving threats in the digital banking landscape.

Key Responsibilities

• Respond to inbound customer calls regarding potential credit card fraud, verifying identities and assessing risks in real-time
• Investigate suspicious transactions using JP Morgan Chase's fraud detection tools and databases to prevent financial losses
• Communicate effectively with bilingual customers in English and Spanish, providing clear explanations of fraud alerts and resolution steps
• Escalate complex fraud cases to senior specialists or compliance teams while documenting all interactions accurately
• Collaborate with cross-functional teams, including risk management and IT, to enhance fraud prevention strategies
• Monitor and analyze transaction patterns to identify emerging fraud trends specific to credit card products
• Ensure compliance with federal and state regulations, including accurate reporting of suspicious activities
• Provide exceptional customer service by resolving issues promptly and educating clients on fraud prevention best practices
• Maintain detailed records of fraud investigations in JP Morgan Chase's case management systems
• Participate in ongoing training to stay updated on evolving fraud tactics and company policies

Required Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree in finance, business, or related field preferred
• Bilingual proficiency in English and Spanish (both written and verbal) is mandatory
• At least 1 year of experience in customer service, call center operations, or fraud detection within the financial services industry
• Strong understanding of credit card operations, fraud patterns, and regulatory compliance such as PCI DSS and FCRA
• Ability to work flexible shifts, including evenings, weekends, and holidays, in a 24/7 call center environment
• Successful completion of background check, credit check, and drug screening
• Proficiency in using computer systems and basic office software

Preferred Qualifications

• Prior experience in banking or credit card fraud prevention at a major financial institution
• Certification in fraud detection or anti-money laundering (e.g., Certified Fraud Examiner)
• Familiarity with JP Morgan Chase's internal systems and processes
• Experience handling high-volume customer interactions in a fast-paced environment
• Knowledge of Texas-specific financial regulations and consumer protection laws

Required Skills

• Bilingual communication (English/Spanish)
• Fraud detection and investigation
• Customer service excellence
• Attention to detail
• Analytical thinking
• Problem-solving
• Regulatory compliance knowledge
• Data entry and record-keeping
• Telephone etiquette
• Time management in high-pressure environments
• Proficiency in fraud monitoring software
• Risk assessment
• Empathy and active listening
• Technical aptitude with banking systems
• Adaptability to shift work

Benefits

• Comprehensive medical, dental, and vision insurance plans with multiple coverage options
• 401(k) retirement savings plan with company matching contributions up to 6% of eligible pay
• Generous paid time off, including vacation, sick days, and paid holidays
• Tuition reimbursement program for furthering education in finance or related fields
• Employee stock purchase plan allowing discounted shares of JP Morgan Chase stock
• Wellness programs including gym memberships, mental health support, and fitness challenges
• Parental leave benefits for new parents, including adoption assistance
• Professional development opportunities through internal training and leadership programs

JP Morgan Chase is an equal opportunity employer.