Fraud Analyst Merchant Services

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 within JPMorgan Chase, you will work closely with internal teams and clients to provide a white glove experience during the remediation process. In this role, you will be securing accounts, handling claims, and completing all necessary steps to make the client whole. This role will provide you the ability to strengthen your current skillset and empower growth.

Job responsibilities

• Review transactional details and perform case analysis to identify risk, fraud indicators, and required follow-up.
• Determine case dispositions and next actions based on Specialist review, documented policies, and risk outcomes.
• Communicate clearly with merchants via inbound/outbound calls and written channels to resolve inquiries and casework.
• Resolve time-sensitive and escalated requests while effectively de-escalating difficult client issues and meeting deadlines.
• Explain Merchant Agreement termination conditions and provide accurate status updates and required information requests.
• Execute risk actions, including account terminations, placement/release of funds holds, and risk reserve release requests.
• Process exception approvals and make escalated merchant concession determinations within delegated authority and controls.
• Monitor quality and provide actionable feedback, coaching, and training to Specialists (new hire and upskilling).
• Prioritize workload by assessing queue volume and reconfiguring workflow distribution and service priorities as needed.
• Partner with Risk, Strategy, and Operational Readiness teams to support research, automation opportunities, and change readiness.
• Lead additional leadership tasks, serve as interim manager when needed, and support production issue resolution and root-cause analysis.

Required qualifications, capabilities, and skills

• Four or more years in financial services performing roles of considerable complexity including experience with customer interaction either by phone or face to face,  prior Fraud, Advanced Research or Investigative work related 
• Proficient in delivering excellent written and oral communications at an executive level.
• Demonstrated ability to excel in dynamic, fast-paced environments by swiftly adapting to evolving demands and challenges.
• Skilled in handling highly confidential client details with professionalism, adhering to firm storage and retention requirements.
• Demonstrates strong organizational skills, attention to detail, and excellent follow-up habits.
• Exercise sound judgement related to priority of work and case aging; able to shift directions as work load requires
• Advanced computer skills including use of multiple tools and applications as well as MS Office Suite

Preferred qualifications, capabilities, and skills

• Experienced in client service, with a focus on delivering exceptional support and solutions proven with at least one year of experience.
• Highly analytical, with expertise in collecting, analyzing, and synthesizing information at an expert level
• Fraud business applications knowledge including Lexis/Nexis and Customer Assist
• Prior team leadership experience with oversight for functions performed by a team

Required or additional information

Work schedules are standard day shift but can vary based on business needs. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends.