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 trust. As a Fraud Specialist I in our San Antonio, TX call center, you will play a vital role in protecting our clients from fraudulent activities while delivering exceptional bilingual support. This position within our Fraud category involves assisting customers who may be experiencing suspicious account issues, leveraging JP Morgan Chase's advanced technology and resources to detect, prevent, and resolve threats in real-time. Joining our dynamic team means contributing to one of the world's most innovative banks, where your expertise helps safeguard billions in assets and maintains our reputation for security and reliability in the financial services industry. In this role, you will handle a high volume of inbound calls from diverse customers, conducting thorough investigations into potential fraud using proprietary tools and databases. Your bilingual skills in English and Spanish will be essential for serving our multicultural client base, ensuring clear communication and building confidence during stressful situations. Responsibilities include verifying identities, analyzing transaction patterns, and implementing protective measures like account freezes or alerts, all while adhering to strict compliance standards such as anti-money laundering (AML) protocols. You will collaborate with risk analysts and external partners to mitigate losses, staying ahead of evolving cyber threats through continuous learning and team support. We value professionals who thrive in a fast-paced environment and are passionate about financial security. This entry-level specialist position offers growth opportunities within JP Morgan Chase's robust career development framework, including access to specialized training and mentorship. If you are detail-oriented, customer-focused, and ready to make an impact in fraud prevention, join us in San Antonio to help empower clients with peace of mind in their banking journey.

Key Responsibilities

• Respond to inbound customer calls regarding potential fraudulent activities on accounts, providing empathetic and accurate support in both English and Spanish
• Investigate suspicious transactions by reviewing account history, verifying customer identities, and utilizing JP Morgan Chase's fraud detection tools
• Educate customers on fraud prevention best practices, such as recognizing phishing attempts and securing online banking
• Document all interactions and fraud cases in compliance with internal policies and regulatory requirements
• Collaborate with cross-functional teams, including risk management and law enforcement, to resolve complex fraud incidents
• Escalate high-risk cases to senior fraud specialists or supervisors for further review
• Monitor real-time alerts and patterns of fraud to prevent losses to JP Morgan Chase and its customers
• Maintain up-to-date knowledge of evolving fraud trends and banking security protocols through ongoing training
• Ensure all customer interactions adhere to JP Morgan Chase's commitment to ethical standards and data privacy
• Contribute to team goals by achieving performance metrics for call resolution time and customer satisfaction scores

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 banking products, fraud prevention techniques, and regulatory compliance such as AML and KYC
• Ability to pass a background check and credit history review as per JP Morgan Chase standards
• Availability to work flexible shifts, including evenings, weekends, and holidays in a 24/7 call center environment
• Proficiency with computer systems and basic office software

Preferred Qualifications

• Prior experience in fraud investigation or risk management at a major financial institution
• Certification in fraud prevention (e.g., Certified Fraud Examiner) or related credentials
• Familiarity with JP Morgan Chase systems and processes
• Experience handling high-volume customer inquiries in a fast-paced environment
• Knowledge of Texas-specific banking regulations and consumer protection laws

Required Skills

• Excellent verbal and written communication in English and Spanish
• Analytical thinking for fraud pattern recognition
• Customer service orientation with empathy and patience
• Attention to detail in reviewing transaction data
• Proficiency in fraud detection software and CRM systems
• Knowledge of financial regulations like BSA and Patriot Act
• Time management in a high-pressure call center
• Problem-solving for resolving customer disputes
• Team collaboration across departments
• Adaptability to shifting fraud tactics
• Data entry accuracy for case documentation
• Active listening during customer interactions
• Technical aptitude with banking platforms
• Stress management in urgent situations
• Ethical decision-making in sensitive fraud matters

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 JP Morgan Chase's internal training academy

JP Morgan Chase is an equal opportunity employer.