Fraud Investigator: Protect Customers & Solve Complex Cases

JPMorgan Chase & Co.; Easter Howgate; On-site; GBP 36,000 - 52,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Fraud Operations investigator to conduct robust investigations into complex fraud cases and support scam victims.

You will own end-to-end case management, ensuring decisions are well-evidenced and customer-focused, while engaging with stakeholders to resolve issues efficiently. The role requires experience applying Payment Services Regulations in fraud contexts, familiarity with the Contingent Reimbursement Model, and strong communication skills to explain

Qualifications

• Experience applying Payment Services Regulations in a fraud and/or disputes context.
• Experience working with the Contingent Reimbursement Model code in fraud case decisioning.
• Experience in UK banking or financial services, with exposure to UK fraud and/or risk.
• Ability to manage a high-volume workload across multiple cases with minimal supervision.
• Ability to conduct structured, evidence-based investigations and document outcomes clearly.
• Strong written and verbal communication skills, with the ability to explain decisions clearly and sensitively.
• Customer-first mindset with a proven commitment to delivering high-quality service under pressure.

Responsibilities

• Conduct robust, independent investigations into complex fraud claims in line with Payment Services Regulations to reach fair, well-reasoned outcomes.
• Own end-to-end fraud case management, ensuring decisions are well-evidenced and customer-focused.
• Support scam victims through education, guidance, and aftercare to help them stay safe in the future.
• Provide tailored support to vulnerable customers, adapting your approach to individual needs.
• Engage effectively with stakeholders to progress cases and resolve issues efficiently.
• Make autonomous decisions and seek input from leaders and partners on particularly complex cases.
• Manage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness.
• Identify control gaps and escalate control risks promptly and appropriately.
• Support the proactive identification of scam victims.

Skills

Payment Regulations

Fraud investigations

UK banking experience

High-volume workload

Evidence-based investigations

Written and verbal communication

Customer-first mindset

Job description

JPMorgan Chase & Co. is seeking a Fraud Operations investigator to conduct robust investigations into complex fraud cases and support scam victims.

You will own end-to-end case management, ensuring decisions are well-evidenced and customer-focused, while engaging with stakeholders to resolve issues efficiently. The role requires experience applying Payment Services Regulations in fraud contexts, familiarity with the Contingent Reimbursement Model, and strong communication skills to explain