Credit Card Fraud Specialist I Bilingual English and Spanish Required

Location: San Antonio, TX, United States

Job Family: Fraud

About the Role

At JP Morgan Chase, we are a leading global financial services firm committed to innovation and customer protection. As a Credit Card Fraud Specialist I in our San Antonio, TX call center, you will play a vital role in safeguarding our customers' assets by detecting and preventing fraudulent activities on credit card accounts. This position requires bilingual fluency in English and Spanish to effectively assist a diverse customer base, ensuring clear communication and resolution of fraud-related concerns. Joining our dynamic Fraud team, you will contribute to one of the world's most trusted banks, where cutting-edge technology and expert analysis help combat evolving threats in the financial landscape. In this entry-level specialist role, you will handle inbound calls from customers reporting suspicious transactions, conducting thorough investigations using JP Morgan Chase's advanced fraud monitoring systems. Your day-to-day responsibilities will include verifying identities, analyzing transaction patterns, and taking swift actions such as freezing accounts or issuing new cards to minimize losses. You will collaborate with risk management teams to identify emerging fraud trends specific to credit products, all while adhering to strict regulatory standards like those set by the Federal Trade Commission and internal JP Morgan Chase policies. This position offers hands-on experience in the financial services industry, with opportunities to grow into more advanced fraud prevention roles. We value professionals who thrive in a fast-paced, 24/7 environment and are passionate about delivering exceptional customer service. As part of JP Morgan Chase's commitment to inclusion and diversity, we encourage bilingual candidates to apply and support ongoing training to enhance your expertise in fraud detection. If you are detail-oriented, tech-savvy, and dedicated to protecting financial security, this role provides a rewarding path to build a career in banking while making a tangible impact on customers' lives.

Key Responsibilities

• Respond to inbound customer calls regarding potential credit card fraud, providing empathetic support and guidance in both English and Spanish
• Investigate suspicious transactions by reviewing account activity, verifying customer identities, and utilizing fraud detection tools
• Escalate complex fraud cases to senior specialists or compliance teams while documenting all interactions in JP Morgan Chase's case management system
• Educate customers on fraud prevention best practices, secure transaction methods, and JP Morgan Chase's security features
• Collaborate with cross-functional teams, including risk analysts and IT support, to mitigate fraud risks and resolve issues promptly
• Monitor real-time alerts for fraudulent activity and take immediate action to protect customer accounts
• Maintain accurate records of fraud incidents, ensuring compliance with federal and state regulations
• Contribute to team knowledge sharing by updating fraud trend reports and participating in training sessions
• Handle sensitive customer information with utmost confidentiality and adhere to JP Morgan Chase's data protection policies
• Achieve performance metrics such as call resolution time, customer satisfaction scores, and fraud detection accuracy

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 products, fraud patterns, and regulatory compliance such as PCI DSS and anti-money laundering (AML) standards
• Ability to pass a comprehensive background check and credit history review
• Availability to work flexible shifts, including evenings, weekends, and holidays, in a 24/7 call center environment
• Proficiency in using computer systems and basic office software

Preferred Qualifications

• Prior experience in fraud prevention or risk management at a major financial institution
• Certification in fraud examination (e.g., CFE) or related financial crime prevention credentials
• Familiarity with JP Morgan Chase's internal systems and processes
• Experience handling high-volume customer interactions in a fast-paced environment
• Knowledge of data privacy regulations like GDPR and CCPA

Required Skills

• Excellent bilingual communication skills in English and Spanish
• Strong analytical thinking for fraud pattern recognition
• Proficiency in fraud detection software and CRM systems
• Customer service orientation with empathy and patience
• Attention to detail for accurate transaction reviews
• Problem-solving abilities in high-pressure situations
• Knowledge of financial regulations and compliance standards
• Technical aptitude with Microsoft Office Suite and database tools
• Time management for handling multiple calls and cases
• Team collaboration and interpersonal skills
• Adaptability to shifting fraud trends and technologies
• Data entry accuracy and record-keeping
• Conflict resolution for de-escalating customer concerns
• Basic understanding of cybersecurity principles
• Resilience in a dynamic call center environment

Benefits

• Comprehensive medical, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with company matching up to 6% of eligible pay
• Generous paid time off, including vacation, sick days, and paid holidays
• Tuition reimbursement program for professional development and education
• Employee stock purchase plan and access to financial wellness resources
• On-site fitness centers and wellness programs at JP Morgan Chase facilities
• Parental leave benefits and family support services
• Discounted banking products and services for employees

JP Morgan Chase is an equal opportunity employer.