Credit Card Fraud Specialist I

Job Description

Help protect customers by responding quickly, communicating clearly, and taking ownership of each interaction. This role is ideal for someone who enjoys fast-paced, phone-based work and is comfortable handling both inbound and outbound calls. Bring your adaptability and learn-it-all mindset as you join a team whose work will continue to evolve.

As a Fraud Specialist I in the Fraud Contact Center, you will serve as a first point of contact for customers with fraud-related servicing needs. You will gather information, document outcomes, provide clear next steps, and navigate multiple systems while following established procedures. Success requires accuracy, composure, and empathy during complex conversations.

Job responsibilities

• Manages a high volume of outbound and inbound calls (potentially over 100 daily), delivering comprehensive support for financial products
• Utilizes customer service expertise to interpret needs and deliver continuous insights
• Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience
• Excels both independently and collaboratively, driving team success and achieving goals
• Follows all regulatory and departmental practices and procedures diligently
• Takes ownership of each customer interaction while treating them with respect and responding with empathy

Required qualifications, capabilities, and skills

• At least 1 year of customer service experience in a phone-based or face-to-face environment
• Ability to manage high call volumes, including frequent outbound calling, while maintaining service quality
• Demonstrated communication and information-gathering skills, including clear documentation
• Ability to use empathy, composure, and sound judgment to handle complex or sensitive interactions
• Ability to learn new products and systems quickly and apply updates as processes evolve
• Proficiency using multiple computer applications simultaneously with accuracy and attention to detail
• Ability to solve problems and clearly explain solutions and next steps to customers
• Ability to work effectively both independently and as part of a team
• High school diploma or GED

Preferred qualifications, capabilities, and skills

• Developing ability to use data to understand issues and opportunities
• Developing skills in using AI technology for automation and prompt writing

Work Schedule

Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. This position requires that you attend trainings as scheduled. Training hours may not coincide with your regularly scheduled hours.

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

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.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.