Fraud Analyst - Fraud Utility Manila (Mandarin Bilingual Support)

Job Description
Do you enjoy speaking with clients while using your detective skills to research complex situations? Join our team to ensure our clients receive the best fraud protection and remediation services in the industry. You will help to manage challenging situations by offering fraud detection, prevention, remediation and recovery solutions, and helping manage customer expectations. Demonstrating delivery of best practices, you will leverage your deep understanding of prevention capabilities and fraud acumen to make informed decisions that protect or clients. If you are a critical thinker and able to exercise and able to solve problems in a fast-paced environment, you may be perfect for our team.
As a Fraud Analyst in the Fraud Utility team, you will be responsible for performing outbound calls to clients and internal partners to validate payments, monitoring various queues for detection of potential fraud payments, and processing end-to-end fraud flow for confirmed fraud and fraud activities. You will also be expected to ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
Job Responsibilities

• Make outbound calls to clients and internal partners to validate payments, and actively engage with internal partners. Ensure accurate and timely documentation of all interactions.
• Monitor various queues for detection of potential fraud payments and prioritize to ensure payment cutoffs are met. This includes the monitoring of the group mailbox and assignment of email inquiries that require investigation or client callback.
• Troubleshoot payment transactions to identify false/positives and decide on how to handle.
• Immediately react and escalate confirmed fraud payments, follow procedures to secure the client profiles, escalate to relationship and management teams and process end-to-end fraud flow for confirmed fraud and fraud activities i.e. malware/BEC
• Ensure client satisfaction and confidence with JPMorgan Chase payment products and services.
• Support the development and maintenance of policies, procedures, and training materials. Escalate issues as necessary.
• Partner with Production Management and Clearing teams to adjust or correct fraud monitoring criteria where needed.
• Participate in creating end of day reports and fraud monitoring activity reports.
• Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
• Conduct training as SME.
• Perform other duties as assigned.

Required qualifications, capabilities, and skills

• Excellent oral and written communication skills in English and Mandarin
• Excellent interpersonal skills
• 2 years customer service experience in a call center environment.
• Basic technical proficiency in Windows LAN/PC environments and systems, and in web- and browser-based applications and technologies.
• Flexibility to support adjustments to work schedule.
• Ability to quickly adapt and learn new products and technologies.
• Ability to work in a fast-paced performance driven environment.
• Proficient in Business Mandarin Language (both verbal and written)

Preferred qualifications, capabilities, and skills

• Knowledge on Wires, ACH, SWIFT & international payment conventions/practices is desired
• Strong analytical and problem solving skills

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.