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MS Fraud Operations Account Manager I

2 weeks ago

Cebu City, Central Visayas, Philippines Chase- Candidate Experience page Full time $90,000 - $120,000 per year

Join our Fraud Operations team and shape the future of fraud detection and protection in the industry. Bring your expertise to lead dynamic operations that safeguard our merchants and the financial ecosystem.

As a Fraud Operations Account Manager within Chase Merchant Services, you will lead a team of Fraud Specialists to review merchant transactions and identify possible fraud. You will manage day-to-day operations, ensuring compliance with applicable laws, regulations, and company policy. Collaborate with leadership, Oversight & Controls Quality, Learning & Development, Product, and Technology managers to provide excellent service to our merchants.

Job Responsibilities:

  • Monitor Fraud Merchant Services Specialists' performance, including attendance, phone usage, call quality, and training.
  • Assist with escalations and provide support to internal customers.
  • Manage people and resources, including development, attrition, and training programs.
  • Improve and maintain a controlled environment with necessary control activities and tools.
  • Manage relationships with internal and external clients, anticipate needs, and facilitate meetings.
  • Monitor and manage queues and workloads.
  • Oversee performance management cycle, including objective setting and career planning.
  • Develop and maintain procedures and training materials.
  • Ensure deal deliverables are met and manage implementation issues.
  • Liaise with other departments on projects and workflow processes.
  • Facilitate RCSA annual testing and SOP/Job Aide review, leading remediation efforts for identified gaps.

Required Qualifications, Capabilities, and Skills:

  • Two or more years of experience in a management position with direct employee supervision.
  • At least one year of experience in Merchant Services.
  • Strong working knowledge of the payment processing industry.
  • Must be willing to work in an environment requiring phone-based customer interactions.
  • Must be willing to work overnight and shifting schedules.

Preferred Qualifications, Capabilities, and Skills:

  • Prior leadership in fraud case management functions.
  • Experience in capacity planning.
  • Advanced analytical skills and adaptability to change.
  • Excellent verbal and written communication skills.
  • Knowledge of computer software systems, including Microsoft Office.
  • Critical thinking, problem-solving, and interpersonal skills.
  • Ability to influence employee morale and multitask effectively.