JPMorgan Chase CCB-Team Leader-Fraud Hotline in San Antonio, Texas
Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what’s right and creating solutions that make lives better. Build your career on our strong foundation and help shape what’s next−for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking service center team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction. Successful candidates in this vital position are flexible and problem-solvers who enjoy helping employees assist customers to resolve their questions and concerns.
We have opportunities for Team Leaders in our Fraud group.
Our Fraud Team ensures our customers receive the best fraud detection and protection in the industry. This team is comprised of 4 major business functions:
Fraud Plastics which handles all credit card & debit card transactions.
Retail Fraud Prevention which handles fraud decisioning based upon tool utilization & analysis for Electronic Money Movement, Deposit/Check Review, New Account Screening, Kite, Inclearing, and Fraud Hotline.
Card Disputes & Recovery is responsible for processing and resolving customer claims and inquires related to non-fraud and fraud related transactions on Chase credit cards.
Retail Customer Claims assists customers with electronic/check fraudulent & merchant dispute transactions on Debit Card, ATM, ACH, Checks, and Chase Online for consumer and business accounts for all lines of business. The function decisions claims for payment or denial according to federally regulated guidelines.
We are looking for individuals with a passion for managing a team and the following skills:
Develop and lead team of Specialists
Lead by example and coach on key behaviors to drive results
Responsible for performance management
Select and retain talent
Identify ways to support inclusion and diversity
Resolve employee and escalated customer problems and inquires
Operates with urgency and meet deadlines
Communicate both verbally and written
Ability to influence internal and external business partners
Problem Solving Skills
Ability to delegate tasks
Conflict resolution skills
Prioritize diverse workloads
Participates in execution of strategy
Specialized functional or technical knowledge that allows for independent thought and action on important department activities
Required to abide by all applicable regulatory and department practices and procedures
Drive risk and control initiatives
Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
Fluency in Windows Operating Systems and Microsoft Office tools
Work schedules vary and could include a schedule that includes working in the evening and on the weekend
Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.
Minimum of two years management experience strongly preferred
Must be willing to work in an environment that requires phone-based customer interaction
Advanced proficiency with computer functions with MS office suite strongly preferred
High School Diploma or equivalent required, Bachelor’s Degree preferred
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.