Claims Specialist III - Global Card Operations

Job Description
Join our Global Card Operations team, a leader in payment processing and merchant acquiring, as a Claims Specialist III. You will play a crucial role in reviewing disputes and fraud claims, identifying recovery opportunities, and minimizing financial losses. This position involves processing chargebacks, managing cases, and adhering to regulations, policies, and procedures.
Job Summary:
As a Claims Specialist III within our Cardholder Services Team, you will undertake the responsibility of reviewing and investigating claims related to merchant disputes or unauthorized transactions made by cardholders. Your duties will include ensuring the issuance of temporary credits, corresponding with cardholders, and collaborating directly with merchants to identify potential recovery opportunities. Your role is crucial in providing top-notch service to our Commercial and Prepaid Cardholders.
Job responsibilities:

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

Required qualifications, skills, and capabilities:

• At least 1 year of Call Center/BPO experience.
• Strong customer service, analytical skills, and attention to detail.
• Excellent verbal and written communication skills.
• Ability to multi-task and work in a fast-paced, high-volume environment.
• Knowledge of computer software systems such as Microsoft Office.
• Willingness to work overnight and shifting schedules.

Preferred qualifications, skills, and capabilities:

• 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.

Additional Information:

• Work Schedule: WHEM Shift (8:00 PM - 6:00 AM MNL Time Operating Hours; Monday-Friday); Work during US/PH Holidays.

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.