Fresh Graduate - Specialist - Fraud, Retail & Collections - Cebu

Location: Cebu, Central Visayas, Philippines

Job Family: Account Service

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a commitment to innovation and client excellence. As a Fresh Graduate Specialist in Fraud, Retail & Collections based in our Cebu office, you will join a dynamic call center team dedicated to helping customers navigate solutions in one of the world's most trusted banks. This entry-level role in the Account Service category offers recent graduates the opportunity to kickstart their career in the financial services industry, focusing on fraud prevention, retail banking support, and collections management. You will play a vital role in safeguarding customer assets while delivering exceptional service, all while gaining hands-on experience in a supportive, global environment. In this position, you will engage directly with customers via phone, addressing concerns related to suspicious activities, account disputes, and payment collections. Leveraging JP Morgan Chase's cutting-edge tools and resources, you will investigate potential fraud indicators, educate clients on secure banking practices, and facilitate resolutions that align with our rigorous compliance standards. The role demands a blend of analytical acumen and interpersonal finesse, as you collaborate with cross-functional teams to mitigate risks and enhance customer trust. Working in Cebu, Central Visayas, Philippines, you will contribute to our Asia-Pacific operations, supporting millions of clients worldwide. We value fresh perspectives and invest in your growth through comprehensive training programs tailored to the evolving landscape of financial fraud and retail services. As part of JP Morgan Chase, you will benefit from a culture of inclusion, innovation, and professional development, with clear pathways for advancement into specialized roles. If you are a recent graduate passionate about finance and customer advocacy, this position offers an ideal launchpad to build a rewarding career in one of the industry's most prestigious institutions.

Key Responsibilities

• Handle inbound customer calls related to fraud detection, retail banking inquiries, and collections activities
• Assist customers in identifying and resolving potential fraudulent transactions on their accounts
• Provide accurate information on retail banking products, including account management and dispute resolutions
• Manage collections processes by following up on overdue payments while maintaining empathy and compliance with regulations
• Document all customer interactions in the CRM system to ensure accurate records and audit trails
• Escalate complex fraud or collections cases to senior specialists or compliance teams as needed
• Collaborate with global teams at JP Morgan Chase to align on best practices in fraud prevention
• Contribute to team goals by achieving service level agreements (SLAs) for call response times and resolution rates
• Participate in ongoing training programs to stay updated on financial regulations and fraud trends
• Promote a positive customer experience by actively listening and offering tailored solutions in line with JP Morgan's client-first approach

Required Qualifications

• Bachelor's degree in Business Administration, Finance, Economics, or a related field from an accredited university
• Fresh graduate with no prior professional experience required, but strong academic performance (GPA of 3.0 or higher preferred)
• Proficiency in English, both written and verbal, with excellent communication skills
• Ability to work in a fast-paced environment and handle sensitive customer information with confidentiality
• Basic understanding of financial products and services, such as banking accounts, credit cards, and loans
• Willingness to work flexible shifts, including nights, weekends, and holidays, in a 24/7 call center operation
• Legal right to work in the Philippines without sponsorship

Preferred Qualifications

• Knowledge of fraud detection principles or customer service in the financial sector
• Experience in customer-facing roles, such as internships or part-time jobs in retail or hospitality
• Familiarity with call center software or CRM systems
• Certification in basic financial literacy or anti-fraud awareness
• Proficiency in additional languages like Tagalog or Cebuano for local customer interactions

Required Skills

• Strong verbal and written communication skills
• Active listening and empathy in customer interactions
• Problem-solving and analytical thinking for fraud investigations
• Attention to detail in reviewing transaction histories
• Time management to handle multiple calls efficiently
• Knowledge of financial regulations like AML and KYC
• Proficiency in Microsoft Office Suite and basic data entry
• Adaptability to shifting priorities in a dynamic call center
• Team collaboration and interpersonal skills
• Basic computer literacy, including CRM tools like Salesforce
• Stress management in high-pressure situations
• Ethical decision-making with sensitive financial data
• Customer service orientation focused on resolution
• Multitasking abilities during peak call volumes
• Continuous learning mindset for industry updates

Benefits

• Competitive base salary with performance-based incentives and bonuses
• Comprehensive health insurance coverage, including medical, dental, and vision benefits for employees and dependents
• Retirement savings plan with employer matching contributions
• Paid time off, including vacation, sick leave, and public holidays
• Professional development opportunities through JP Morgan's learning academy and tuition reimbursement
• Employee assistance programs for mental health and wellness support
• On-site fitness facilities and wellness programs at the Cebu office
• Flexible work arrangements and career progression paths within the global JP Morgan Chase network

JP Morgan Chase is an equal opportunity employer.