Claims Specialist III - Global Card Operations

Job Description
Global Card Operations, a business unit within Corporate and Investment Banking, is a global leader in payment processing, merchant acquiring, commercial card issuing, capable of authorizing transactions in over 130 currencies. The company's proprietary platforms provide access to a wide variety of payment methods, such as credit cards, debit cards, prepaid stored value cards and electronic check processing. With a legacy of innovation and vision in electronic payments, Chase promoted the growth of e-commerce worldwide. The company continues to fuel the success of the Internet's largest brands, currently processing more than 50 percent of all Internet transactions.
Our Claims Team is integral in our goal of delivering the best service to our Commercial and Prepaid Cardholders. A Claims Specialist III is responsible for reviewing Disputes and Fraud claims to identify recovery opportunities and minimizing financial losses by completing reasonable investigation, processing chargebacks following Visa and Mastercard rules and regulations, working directly with merchants and reviewing activity with cardholders to identify save opportunities. In addition, the position will have responsibility of managing cases daily to meet timelines and service level agreements, follow escalation process as needed and adhere to regulations, policies, and procedures.
Work Schedule: WHEM Shift (8pm-6am MNL Operating Hours; Monday-Friday); Work during US/PH Holidays.
Job Responsibilities:

• Review and investigate cardholder/client claim of merchant disputes or unauthorized transactions.
• Ensure that account is issued the temporary credit for each transaction in question during the investigation phase.
• Correspond to the cardholder/client via email and phone to acknowledge receipt of claim and/or request additional information.
• Review account activity with cardholders to identify save opportunities.
• Handle incoming calls from cardholders inquiring about the status of their claim.
• Work directly with merchants thru outgoing calls to identify recovery opportunities for the claim.
• Initiate chargeback to recover funds when applicable and identify fraud trends.
• Follow escalation procedures for high-value and complex cases for assistance.

Required qualifications, capabilities, and skills:

• Minimum 1-2 years of Call Center/BPO experience.
• Strong customer service, analytical skills, and attention to details.
• Excellent verbal and written communications skills.
• Ability to multi-task and can work in a fast paced, high volume environment.
• Knowledge of computer software systems such as Microsoft Office.
• Must be willing to work overnight and shifting schedules.

Preferred Qualifications, Capabilities and Skills:

• Background in servicing credit card and/or prepaid card products.
• Experience with Fraud and/or Disputes investigations (credit card and/or prepaid card) preferred.
• Knowledge of Association (Visa/MasterCard) chargeback regulations is a plus.

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
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.