Risk Operations Analyst (FHL)-100061360

Job Description

Operating Loss Prevention Customer Support is seeking a Risk Operations Analyst.  The ideal candidate will be team oriented and responsible for answering a high volume of incoming telephone calls from account holders and internal Chase employees including branch personnel, telephone banking personnel and others who require assistance with understanding the reasons for specific deposit holds and account restrictions placed on checking and savings accounts.    Other types of calls include, but are not limited to, customer and banker calls made in response to actions taken by the New Account Screening unit and any issues that involve possible fraudulent activity on Chase deposit accounts.  The qualified individual will provide transaction review/verification assistance to branch personnel in support of suspicious transactions.  Other duties include the ability to assess misrouted calls and to take appropriate action to forward the caller to the correct area.   The candidate will also work closely with callers and other units within   Deposit Risk Operations to quickly identify fraud schemes and take actions to prevent potential losses, mitigate risk and help provide necessary guidance in relation to handling the transaction. This individual will be responsible for taking independent actions and following regulatory guidelines to secure funds and ensure accurate placement of Holds, Referrals, Lockouts, and document actions in internal systems.    The analyst must meet predetermined productivity and quality goals, as well as ensure departmental service level metrics are met.

Qualifications

    * Two years of customer service call center
    * Ability to work in a fast paced, high pressure phone environment with professionalism, courtesy and tact
    * Basic PC skills - MS Word, Excel, web based applications
    * Utilize multiple bank systems concurrently
    * Excellent oral, written and interpersonal communication skills
    * Professional attitude
    * Ability to work overtime, as determined necessary by management
    * Saturday scheduling may be required (on a rotating or fixed basis)
    * Prior fraud/loss prevention experience is a plus
    * Teller experience a plus
    * Must be flexible in work schedule due to possible system disruptions or unexpected staff shortages

Job
Call Center

Primary Location
PH-0-Manila

Organization
Retail Financial Services