Card Fraud Recovery Lead

JP Morgan Chase; Tempe (AZ); On-site; USD 80,000 - 105,000; Full time

Job summary

JPMorganChase is seeking a Fraud Supervisor in Tempe to lead a team of fraud analysts and investigators, safeguarding financial systems and driving policy improvements. You will monitor activity, advise on risk, and guide projects with a data-driven mindset.

You will collaborate with Risk, Compliance, Legal, and IT teams, translating insights into action and ensuring timely case handling and customer remediation when needed.

Qualifications

• Proficiency in using tools to measure staff performance and manage daily activities.
• Strong analytical skills to interpret data models and draw actionable insights.
• Proven customer service experience, identifying system enhancements and implementing solutions.
• Effective collaboration skills, fostering a team environment to achieve shared goals.

Responsibilities

• Directly manage, coach, and develop a team of fraud analysts and investigators by setting clear performance expectations aligned to departmental KPIs.
• Conduct regular performance evaluations, provide actionable feedback, and implement development plans to close skill gaps and strengthen capability.
• Build and sustain a culture of accountability, accuracy, and continuous improvement through coaching, recognition, and corrective action when needed.
• Monitor fraud detection systems, queues, and alert workflows to ensure timely intake, prioritization, and case assignment across the team.
• Ensure cases are investigated and resolved within established SLAs by actively managing workflow, capacity, and escalation paths.
• Review, validate, and approve determinations on escalated, high-risk, or exception cases to ensure sound decisioning and compliant outcomes.
• Serve as the primary escalation point for complex, high-dollar, or sensitive investigations, determining appropriate resolution pathways and customer remediation actions.
• Coordinate decisions on law enforcement referrals and investigative next steps when required by severity, pattern, or risk exposure.
• Identify emerging fraud trends and control gaps using operational data, quality findings, and root-cause analysis to inform prevention recommendations.
• Translate fraud performance metrics and investigative insights into clear, actionable reporting for senior leadership and relevant governance forums.
• Act as a liaison to Risk, Compliance, Legal, Operations, Investigations, and Technology partners to support regulatory inquiries, process improvements, and fraud strategy execution.

Skills

Performance measurement tools

Analytical data interpretation

Customer service experience

Collaborative teamwork

Tools

Excellerate

LMOS

Job description

JPMorganChase is seeking a Fraud Supervisor in Tempe to lead a team of fraud analysts and investigators, safeguarding financial systems and driving policy improvements. You will monitor activity, advise on risk, and guide projects with a data-driven mindset.

You will collaborate with Risk, Compliance, Legal, and IT teams, translating insights into action and ensuring timely case handling and customer remediation when needed.