Fraud Operations Lead - Card Fraud Prevention

JP Morgan Chase; Tempe (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorganChase is seeking a Fraud Supervisor to lead a team of fraud analysts and investigators in Tempe. You will develop and implement policy, monitor transactions, and collaborate with Risk, Compliance, Legal, Operations and Technology to strengthen fraud prevention and controls.

You will apply data analytics to interpret models, coach staff to meet KPIs, and maintain a culture of accountability, service excellence, and continuous improvement in a fast-paced financial environment.

Qualifications

• Proficiency in utilizing tools to measure staff performance and to 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 consistent 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

Staff performance metrics

Analytical skills

Customer service

Collaboration

Mentoring

Strategic thinking

Tools

Excellerate

LMOS

Job description

JPMorganChase is seeking a Fraud Supervisor to lead a team of fraud analysts and investigators in Tempe. You will develop and implement policy, monitor transactions, and collaborate with Risk, Compliance, Legal, Operations and Technology to strengthen fraud prevention and controls.

You will apply data analytics to interpret models, coach staff to meet KPIs, and maintain a culture of accountability, service excellence, and continuous improvement in a fast-paced financial environment.