Specialist - Fraud, Collections, Retail & Card Services – 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 commitment to innovation and customer-centric solutions. As a Specialist in Fraud, Collections, Retail & Card Services based in Taguig, Metro Manila, you will join our dynamic Call Center team dedicated to helping customers navigate challenges in one of the world's most trusted banks. This role within the Account Service category involves providing expert support to resolve fraud concerns, manage collections, and assist with retail banking and credit card services, ensuring seamless experiences for our clients in the Philippines and beyond. Your contributions will directly impact customer trust and JP Morgan's reputation for excellence in financial services. In this position, you will engage with customers via phone to identify and mitigate fraud risks, negotiate collections on overdue accounts, and offer tailored advice on retail products and card benefits. Working in a collaborative environment, you will use advanced tools and JP Morgan's proprietary systems to document interactions, escalate complex cases, and drive resolutions that align with our stringent compliance standards, including anti-money laundering protocols and Philippine banking regulations. This role demands a proactive approach to customer service, where empathy meets precision to turn potential issues into positive outcomes. We value professionals who thrive in fast-paced settings and are passionate about the financial industry. Joining JP Morgan Chase offers not just a job, but a career path with opportunities for growth in global operations. If you are detail-oriented, resilient, and eager to contribute to a team that safeguards customer assets while promoting financial well-being, this is your chance to make a meaningful difference in a prestigious institution.

Key Responsibilities

• Handle inbound and outbound calls from customers regarding fraud alerts, collections, and retail/card services inquiries
• Investigate and resolve potential fraud cases by verifying customer information and escalating high-risk issues
• Manage collections activities, including negotiating payment plans and updating account statuses in compliance with regulations
• Provide accurate information on retail banking products, credit card benefits, and dispute resolutions
• Document all customer interactions in CRM systems to ensure accurate records and follow-up
• Collaborate with internal teams to prevent fraud and recover delinquent accounts
• Educate customers on security best practices and JP Morgan Chase's fraud protection policies
• Monitor and report suspicious activities to compliance teams
• Achieve performance metrics such as call resolution time, customer satisfaction scores, and collections targets
• Stay updated on industry trends and JP Morgan's policies to deliver exceptional service

Required Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field
• At least 1-2 years of experience in customer service, call center operations, or financial services
• Strong knowledge of fraud detection, collections processes, and retail banking regulations
• Proficiency in English; additional languages like Tagalog are advantageous
• Ability to work in a fast-paced environment with flexible shifts including nights and weekends
• Basic understanding of credit card services and customer account management
• Certification in fraud prevention or collections (e.g., from relevant financial bodies) is a plus

Preferred Qualifications

• Experience in a BPO or financial call center environment
• Familiarity with JP Morgan Chase systems and tools
• Advanced knowledge of Philippine banking laws and anti-money laundering (AML) regulations
• Previous role involving customer dispute resolution in card services

Required Skills

• Excellent verbal and written communication skills
• Strong problem-solving and analytical abilities
• Proficiency in customer relationship management (CRM) software
• Knowledge of fraud detection tools and techniques
• Attention to detail for accurate data entry and verification
• Empathy and active listening for customer interactions
• Time management to handle high-volume calls efficiently
• Basic financial acumen in credit, collections, and banking products
• Adaptability to changing regulations and procedures
• Team collaboration for cross-functional support
• Technical proficiency in Microsoft Office Suite
• Stress management in high-pressure environments
• Multitasking during simultaneous call handling and system navigation
• Ethical decision-making in sensitive fraud scenarios
• Cultural sensitivity for diverse customer base in the Philippines

Benefits

• Competitive salary with performance-based incentives
• Comprehensive health insurance coverage for employees and dependents
• Retirement savings plan with company matching contributions
• Paid time off, including vacation, sick leave, and holidays
• Professional development programs and tuition reimbursement for relevant certifications
• Employee assistance programs for mental health and wellness support
• Flexible work arrangements and shift allowances for call center roles
• Access to JP Morgan's global learning resources and career advancement opportunities

JP Morgan Chase is an equal opportunity employer.