Be the person customers trust when something does not look right on their card transaction. You will protect customer experience by investigating non-fraud disputes and guiding cases through the chargeback process with care and confidence. Through phone and chat, you will bring empathy, clarity, and ownership to every interaction. As our business expands, you will join a team committed to raising service standards and doing the right thing for customers.
As a Banking Operations Disputes Specialist in International Consumer Business, Banking Operations, you will support our customers by reviewing non-fraud card disputes and managing chargebacks end-to-end with care, accuracy, and timely decisions. You will help us deliver a consistent, high-quality customer experience across channels while strengthening our controls and documentation. You will also contribute to a collaborative environment by sharing knowledge and improving how we resolve disputes.
Job responsibilities
- Review card transaction disputes to confirm validity and identify the appropriate resolution path.
- Investigate customer concerns through thorough research and sound judgment to reach fair outcomes.
- Process chargebacks accurately by completing required steps across the full chargeback lifecycle.
- Communicate clearly and professionally with customers through phone and chat, setting expectations and guiding next steps.
- Document case activity thoroughly and concisely while engaging with customers in real time.
- Resolve complaints within agreed service timeframes, escalating when needed to meet customer and business outcomes.
- Identify trends, gaps, or recurring issues and log them appropriately to support continuous improvement.
- Support daily banking calls as needed to maintain coverage and service consistency.
- Adhere to applicable regulatory requirements and departmental policies and procedures.
Required qualifications, capabilities, and skills
- Willingness to work rotating schedules and shifts (business hours are 08:00 to 20:00, Monday to Sunday; four 10-hour shifts per week; one weekend in eight, subject to change).
- Willingness to work in an environment supporting customers through both phone and chat.
- Strong customer focus, including ownership of interactions, empathy, and effective expectation-setting.
- Strong verbal and written communication skills, including negotiation and decision-making with customers and internal partners.
- Ability to multitask while speaking or chatting with customers and documenting account activity clearly.
- Strong problem-solving skills, including prioritization and timely decision-making.
- Strong analytical skills with attention to detail and accuracy.
- Proficiency using multiple windows, browsers, tabs, and messaging tools.
- Ability to follow regulatory requirements and internal policies and procedures.
- Ability to produce clear, accurate case notes and supporting documentation.
Preferred qualifications, capabilities, and skills
- Experience with chargeback rules and end-to-end chargeback processes.
- Experience conducting investigations and reviews of credit card disputes (non-fraud).
#ICBCareer #ChaseUKCustomerServices
About UsJ.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.Skills Required
- Willingness to work rotating schedules and shifts (08:00-20:00; four 10-hour shifts/week; one weekend in eight)
- Willingness to support customers through both phone and chat
- Strong customer focus, ownership, empathy, and expectation-setting
- Strong verbal and written communication skills, including negotiation and decision-making
- Ability to multitask while speaking or chatting and document account activity
- Strong problem-solving, prioritization, and timely decision-making skills
- Strong analytical skills with attention to detail and accuracy
- Proficiency using multiple windows, browsers, tabs, and messaging tools
- Ability to follow regulatory requirements and internal policies and procedures
- Ability to produce clear, accurate case notes and supporting documentation
- Experience with chargeback rules and end-to-end chargeback processes
- Experience conducting investigations and reviews of credit card disputes (non-fraud)
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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