Fresh Graduates - Specialist - Fraud, Retail & Collections - Taguig

Location: Metro Manila, National Capital Region, Philippines

Job Family: Account Service

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a proud history of innovation and customer focus. As a Fresh Graduate Specialist in Fraud, Retail & Collections based in Taguig, Philippines, you will join our dynamic Call Center team dedicated to helping customers navigate solutions in one of the world's most innovative banks. This entry-level role in the Account Service category offers fresh graduates the opportunity to kickstart their career in the financial services industry, working from our state-of-the-art facility in Metro Manila. You will play a vital role in protecting customers from fraud, supporting retail banking needs, and managing collections with integrity and efficiency, all while contributing to JP Morgan Chase's commitment to excellence and ethical practices. In this position, you will engage directly with customers via phone, addressing concerns related to suspicious transactions, account disputes, and payment collections. Leveraging JP Morgan Chase's advanced tools and training programs, you will detect potential fraud patterns, educate clients on secure banking practices, and facilitate resolutions that uphold our high standards of service. The role demands a blend of analytical thinking and interpersonal skills to handle sensitive financial matters, ensuring compliance with international regulations and local Philippine laws. As part of a collaborative team, you will support broader initiatives to enhance fraud prevention and customer satisfaction in a rapidly evolving digital banking landscape. We value fresh perspectives and offer robust onboarding to equip you with the knowledge of JP Morgan Chase's diverse product offerings, from credit cards to investment services. This role not only provides hands-on experience in financial services but also opens doors to career growth within our global organization. If you are passionate about making a positive impact on customers' financial well-being and thrive in a supportive, innovative environment, join us to build a rewarding future at JP Morgan Chase.

Key Responsibilities

• Handle inbound and outbound 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 guidance 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 accurately in JP Morgan Chase's CRM systems
• Escalate complex fraud or collections cases to senior specialists or compliance teams
• Ensure adherence to all regulatory requirements, including data privacy laws like the Data Privacy Act of the Philippines
• Collaborate with cross-functional teams to improve customer experience and fraud prevention strategies
• Monitor account activities for suspicious patterns and report potential risks
• Contribute to team goals by achieving service level agreements and quality metrics

Required Qualifications

• Bachelor's degree in Business, Finance, Communications, or a related field from an accredited university
• Fresh graduate with no prior professional experience required; internships in customer service or finance are a plus
• Strong command of English, both written and verbal, with excellent communication skills
• Ability to work in a fast-paced environment and handle sensitive customer information with confidentiality
• Proficiency in basic computer applications, including Microsoft Office Suite
• Willingness to work on rotating shifts, including nights and weekends, in a call center setting
• Philippine citizenship or valid work authorization in the Philippines

Preferred Qualifications

• Knowledge of financial products such as credit cards, loans, and banking services
• Experience in customer-facing roles, such as retail or hospitality
• Familiarity with fraud detection principles or collections processes
• Certification in customer service or basic financial literacy
• Proficiency in additional languages like Tagalog or other regional dialects

Required Skills

• Customer service orientation
• Active listening
• Problem-solving
• Attention to detail
• Empathy and patience
• Time management
• Adaptability to shift work
• Basic financial knowledge
• Fraud awareness
• Collections negotiation
• CRM software proficiency
• Data entry accuracy
• Regulatory compliance understanding
• Team collaboration
• Stress management

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health insurance coverage including medical, dental, and vision plans
• Retirement savings plan with company matching contributions
• Paid time off, including vacation, sick leave, and public holidays
• Professional development programs and tuition reimbursement for further education
• Employee assistance programs for mental health and wellness support
• On-site fitness facilities and wellness initiatives
• Global mobility opportunities within JP Morgan Chase's international network

JP Morgan Chase is an equal opportunity employer.