Fraud Operations Specialist - Customer Contact (all genders)

Location: Berlin, Germany

Job Family: Fraud

About the Role

At JPMorgan Chase, we are a leading global financial services firm with a commitment to innovation and client protection. We are seeking a passionate Fraud Operations Specialist - Customer Contact to join our dynamic team in Berlin, Germany. In this critical role within our Fraud category, you will serve as the first point of contact for customers experiencing potential fraud, helping to safeguard their assets while upholding our high standards of service and security. As part of JPMorgan Chase's global operations, you will contribute to preventing financial crimes and building trust in our banking ecosystem, working in a collaborative environment that values integrity and excellence. Your primary focus will be managing inbound customer inquiries related to fraud alerts, account security, and suspicious activities. You will use advanced tools and JP Morgan's fraud detection protocols to verify identities, assess risks, and provide immediate resolutions or escalations. This role demands a blend of technical acumen and interpersonal skills to deliver empathetic support, educate clients on protective measures, and document interactions meticulously to comply with EU regulations like GDPR and AML standards. You will also analyze trends to support broader fraud prevention strategies, ensuring our clients' peace of mind in an ever-evolving threat landscape. Joining JPMorgan Chase means becoming part of a world-class organization that invests in your growth through comprehensive training, career development, and a supportive culture. In Berlin, you will benefit from our hybrid work model, competitive compensation, and access to global opportunities. If you are detail-oriented, customer-focused, and eager to combat fraud in the financial services industry, this position offers a rewarding path to make a tangible impact on millions of clients worldwide.

Key Responsibilities

• Handle inbound customer calls regarding suspected fraudulent activities on accounts, providing empathetic and accurate support
• Verify customer identities and assess fraud risks using JP Morgan's proprietary tools and protocols
• Escalate complex fraud cases to senior investigators or compliance teams while documenting all interactions
• Educate customers on fraud prevention best practices and secure banking habits
• Monitor and respond to fraud alerts in real-time, initiating account protections or freezes as needed
• Collaborate with global fraud teams to share insights and improve detection strategies
• Maintain accurate records of customer contacts and fraud incidents in compliance with regulatory standards
• Contribute to process improvements by identifying trends in fraud patterns affecting JP Morgan clients
• Ensure adherence to data privacy laws such as GDPR in all customer interactions

Required Qualifications

• Bachelor's degree in Business, Finance, Criminal Justice, or a related field, or equivalent work experience
• At least 1-2 years of experience in customer service, fraud detection, or financial services operations
• Proficiency in English and German, with strong verbal and written communication skills
• Availability to work in shifts, including evenings and weekends, to support 24/7 fraud operations
• Basic understanding of financial products, banking regulations, and fraud prevention principles
• Ability to pass background checks and security clearances required for handling sensitive financial data

Preferred Qualifications

• Experience in a call center environment handling high-volume customer inquiries
• Knowledge of AML (Anti-Money Laundering) and KYC (Know Your Customer) regulations in the EU
• Familiarity with fraud detection tools or CRM systems used in banking
• Certification in fraud prevention or customer service excellence

Required Skills

• Strong active listening and empathy in customer interactions
• Analytical thinking to evaluate fraud indicators quickly
• Proficiency in using telephony systems and fraud management software
• Excellent problem-solving skills under pressure
• Attention to detail for accurate documentation and compliance
• Multitasking in a fast-paced, high-volume environment
• Knowledge of financial terminology and banking products
• Adaptability to shifting priorities and emerging fraud threats
• Team collaboration across multicultural and global teams
• Technical aptitude with Microsoft Office Suite and CRM tools
• Resilience and stress management in handling sensitive situations
• Cultural sensitivity for serving diverse international clients
• Basic data analysis to identify patterns in fraud reports

Benefits

• Competitive base salary with performance-based bonuses and incentives
• Comprehensive health, dental, and vision insurance coverage
• Retirement savings plan with generous company matching contributions
• Paid time off, including vacation, sick days, and parental leave
• Professional development opportunities through JP Morgan's internal training programs
• Employee assistance programs for mental health and wellness support
• Hybrid work options and flexible scheduling for work-life balance
• Access to on-site fitness facilities and subsidized gym memberships in Berlin

JP Morgan Chase is an equal opportunity employer.