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Division Leader - Consumer and Community Banking

Req #: 170115102
Location: Cebu, 07, PH
Job Category: Customer Service
Potential Referral Amount: 20000 Philippine Peso (PHP)

Company Overview

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The

firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and

asset management.


It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated

franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income

trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a

commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.


JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support

including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.


Information about JPMorgan Chase & Co. is available at


Fraud, Claims & Disputes

Our Fraud, Claims & Disputes group ensures our customers receive the best fraud detection and protection in the industry. Whether this involves credit card, debit card, and/or deposit accounts, our operational strategies are aimed at mitigating fraud losses to the Bank and our customers.

  • Fraud Plastics which handles all credit card & debit card transactions.
  • Retail Fraud Prevention which handles fraud decisioning based upon tool utilization & analysis for Electronic Money Movement, Deposit/Check Review, New Account Screening, Kite, Inclearing, and Fraud Hotline.
  • Card Disputes & Recovery is responsible for processing and resolving customer claims and inquires related to non-fraud and fraud related transactions on Chase credit cards.
  • Retail Customer Claims assists customers with electronic/check fraudulent & merchant dispute transactions on Debit Card, ATM, ACH, Checks, and Chase Online for consumer and business accounts for all lines of business. The function decisions claims for payment or denial according to federally regulated guidelines.

Retail Customer Service

Our Customer Service Organization provides exceptional customer service to our retail and credit card customers with a broad array of products and services.


Retail Customer Service provides services related to inbound telephone banking customer care services. We are responsible for providing a broad array of products and services including but not limited to general consumer banking inquiries, account maintenance, card replacement, address change, pending transactions, online/mobile banking, and fee inquiries/disputes.


We have opportunities for Division Leaders in our Retail Customer Service and Fraud, Claims & Disputes group.


We are looking for individuals with a passion for managing a team and the following skills:


Key Competencies


Leadership Skills:

  • Develop and lead team of front line managers
  • Lead by example and coach on key behaviors to drive results
  • Responsible for performance management
  • Select and retain talent
  • Identify ways to support inclusion and diversity

Customer Focus

  • Resolve employee and escalated customer problems and inquires
  • Operates with urgency and meet deadlines

Communication Skills

  • Communicate both verbally and written
  • Ability to influence internal and external business partners
  • Relationship management

Problem Solving Skills

  • Ability to delegate tasks
  • Conflict resolution skills
  • Prioritize diverse workloads

Analytical Skills

  • Participates in execution of strategy
  • Specialized functional or technical knowledge that allows for independent thought and action on important department activities
  • Required to abide by all applicable regulatory and department practices and procedures
  • Drive risk and control initiatives

Computer Skills:

  • Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
  • Fluency in Windows Operating Systems and Microsoft Office tools


Work schedules vary and could include a schedule that includes working in the evening and on the weekend


Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results.


They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.


JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer,M/F/Disability/Veteran

Minimum Qualifications

  • Minimum of 3-5 years management experience strongly preferred
  • Must be willing to work in an environment that requires phonebased customer interaction
  • Advanced proficiency with computer functions with MS office suite strongly preferred
  • Bachelor’s Degree preferred
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JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.