Fraud Specialist I - Taguig

Location: Metro Manila, National Capital Region, Philippines

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 Fraud Specialist I in our Taguig Call Center team, you will play a vital role in safeguarding our clients' assets by detecting and preventing fraudulent activities. This position is ideal for detail-oriented professionals passionate about financial security, offering the opportunity to work in a dynamic environment where your expertise directly impacts the trust and satisfaction of millions of customers worldwide. Join us in Metro Manila and contribute to one of the world's most innovative banks, where cutting-edge technology meets robust risk management practices. In this role, you will respond to customer inquiries via phone, conducting thorough investigations into suspicious transactions and account behaviors. Utilizing JP Morgan Chase's advanced fraud detection tools, you will verify identities, assess risks, and implement protective measures to mitigate potential losses. Your daily responsibilities will include real-time monitoring of alerts, collaborating with cross-functional teams, and ensuring all actions align with stringent regulatory standards such as anti-money laundering (AML) and know-your-customer (KYC) requirements. This position demands a proactive approach to staying ahead of evolving fraud tactics in the financial services industry, providing you with continuous learning and professional growth opportunities. We value a diverse and inclusive workplace at JP Morgan Chase, and as a Fraud Specialist I, you will be part of a supportive team dedicated to excellence. Success in this role requires strong analytical skills, empathy in customer interactions, and a commitment to ethical practices. With comprehensive training and access to global resources, you will develop expertise that can propel your career within our organization. If you are ready to protect what matters most in banking, apply today and help us build a safer financial future.

Key Responsibilities

• Handle inbound customer calls to investigate and resolve potential fraud incidents promptly
• Analyze account activity and transaction patterns to identify fraudulent behavior
• Verify customer identities and authenticate transactions in accordance with JP Morgan Chase protocols
• Collaborate with internal teams to escalate complex fraud cases and recommend preventive measures
• Document all fraud investigations accurately in the company's case management system
• Educate customers on fraud prevention best practices and secure banking habits
• Monitor real-time alerts from fraud detection systems and take immediate action
• Ensure compliance with regulatory requirements and internal policies during investigations
• Contribute to team goals by meeting key performance indicators for call resolution and fraud detection accuracy
• Participate in ongoing training to stay updated on emerging fraud trends in the financial services industry

Required Qualifications

• Bachelor's degree in Business, Finance, Criminal Justice, or a related field
• At least 1 year of experience in customer service, fraud detection, or financial services
• Strong understanding of fraud prevention and detection methodologies in the banking sector
• Proficiency in English, both written and verbal, for customer interactions
• Ability to work in a fast-paced call center environment with flexible shifts
• Basic knowledge of financial regulations and compliance standards such as AML and KYC
• High school diploma or equivalent with relevant certifications in fraud or risk management

Preferred Qualifications

• Experience in a call center role within a financial institution
• Certification in fraud examination (e.g., CFE) or anti-money laundering
• Familiarity with banking software and fraud detection tools
• Previous exposure to international banking operations
• Bilingual skills in English and Tagalog for enhanced customer support

Required Skills

• Fraud detection and investigation techniques
• Customer service and communication skills
• Analytical thinking and problem-solving
• Attention to detail for transaction reviews
• Knowledge of financial regulations (AML, KYC)
• Proficiency in call center software and CRM systems
• Time management in high-volume environments
• Empathy and de-escalation for distressed customers
• Data analysis using tools like Excel or similar
• Team collaboration and interpersonal skills
• Adaptability to shifting fraud patterns
• Technical aptitude for security protocols
• Report writing and documentation
• Stress management under pressure
• Basic cybersecurity awareness

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health, dental, and vision insurance coverage
• Retirement savings plan with company matching contributions
• Paid time off, including vacation, sick leave, and holidays
• Professional development opportunities through JP Morgan's learning programs
• Employee assistance program for wellness and financial counseling
• Flexible work arrangements and shift differentials for call center roles
• Access to global mobility programs and career advancement within JP Morgan Chase

JP Morgan Chase is an equal opportunity employer.