Specialist - Fraud, Customer Service - 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 customer-centric solutions. As a Specialist - Fraud, Customer Service in our Cebu Call Center, you will play a vital role in protecting our clients from fraudulent activities while delivering exceptional service. This position is part of our Account Service category, where you'll assist customers in navigating fraud concerns within one of the world's most trusted banks. Based in Cebu, Central Visayas, Philippines, you'll join a dynamic team dedicated to safeguarding assets and building trust in the financial services industry. Your primary focus will be on managing inbound calls from customers reporting potential fraud, using advanced tools and JP Morgan Chase's proprietary systems to investigate and resolve issues swiftly. You'll verify identities, assess risks, and guide clients through secure recovery processes, all while adhering to strict compliance standards like those set by the Bangko Sentral ng Pilipinas and international regulations. This role demands a blend of technical fraud knowledge and interpersonal skills to de-escalate situations and prevent financial losses, contributing directly to the bank's reputation for reliability in a competitive landscape. In addition to core responsibilities, you'll collaborate with cross-functional teams to enhance fraud prevention strategies and participate in training to stay ahead of evolving threats in digital banking. JP Morgan Chase offers a supportive environment with opportunities for career growth in risk management or customer experience roles. If you're passionate about financial security and customer advocacy, this position provides a platform to make a meaningful impact in Cebu, supporting our global mission to enable economic opportunity for all.

Key Responsibilities

• Handle inbound customer calls related to potential fraud incidents, providing empathetic and accurate support
• Investigate and verify suspicious account activities using JP Morgan Chase's fraud detection tools
• Educate customers on fraud prevention best practices and secure banking methods
• Escalate complex fraud cases to senior investigators or compliance teams as needed
• Document all interactions and resolutions in the customer service system for audit purposes
• Collaborate with global teams to resolve cross-border fraud issues
• Monitor and respond to fraud alerts in real-time to minimize financial losses
• Ensure compliance with JP Morgan Chase's policies and regulatory requirements during all interactions
• Contribute to continuous improvement of fraud detection processes through feedback and reporting

Required Qualifications

• Bachelor's degree in Business, Finance, Communications, or a related field
• At least 1-2 years of experience in customer service, preferably in a call center environment
• Strong understanding of fraud detection and prevention in financial services
• Proficiency in English, both written and verbal, with excellent communication skills
• Ability to work in a fast-paced, high-volume call center setting
• Familiarity with banking products and services
• Must be eligible to work in the Philippines and available for shift work including nights and weekends

Preferred Qualifications

• Experience in fraud investigation or risk management within a financial institution
• Knowledge of AML (Anti-Money Laundering) regulations and compliance standards
• Previous exposure to CRM systems like those used in banking call centers
• Certification in customer service or fraud prevention (e.g., from CFE or similar)
• Bilingual skills in English and a local Philippine language

Required Skills

• Excellent verbal and written communication
• Active listening and empathy in customer interactions
• Analytical thinking for fraud pattern recognition
• Proficiency in Microsoft Office Suite and CRM software
• Knowledge of financial fraud typologies and red flags
• Time management in a multi-tasking environment
• Problem-solving under pressure
• Attention to detail for accurate documentation
• Team collaboration across remote and on-site teams
• Adaptability to shifting priorities in a dynamic banking sector
• Basic understanding of cybersecurity principles
• Customer-oriented mindset with a focus on satisfaction
• Technical aptitude for using fraud monitoring systems
• Regulatory awareness in financial services
• Resilience in handling sensitive and stressful situations

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health insurance coverage including medical, dental, and vision
• Retirement savings plan with company matching contributions
• Paid time off, including vacation, sick leave, and holidays
• Professional development opportunities through JP Morgan Chase's learning programs
• Employee assistance programs for mental health and wellness support
• Flexible work shifts with opportunities for overtime pay
• Access to on-site amenities and team-building events in Cebu

JP Morgan Chase is an equal opportunity employer.