Fraud Team Leader - Card Fraud Recovery

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

Join JPMorganChase as a Fraud Supervisor and make a significant impact in safeguarding our financial systems. This role offers career growth and the chance to leverage your skills in fraud prevention. Be part of a dynamic team that values innovation and collaboration.

As a Fraud Supervisor within JPMorganChase, you will play a vital role in protecting our financial systems from fraudulent activities. Your primary focus will be on fraud prevention through the development and implementation of effective policies and procedures. You will monitor transactions, identify risks, and stay informed about legislative changes. Collaboration with various departments and leveraging technology to enhance fraud detection will be key aspects of your role. Your data analytics skills will help interpret models and provide continuous insights. Excellent customer service skills will be essential in addressing complaints and improving systems. As a strategic thinker, you will contribute to team goals, manage projects, and guide others in their work activities.

Job 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.

Required qualifications, capabilities, and skills:

• 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.

Preferred qualifications, capabilities, and skills

• Proficiency in utilizing Excellerate to measure performance and manage daily activities.
• Strong understanding of LMOS principles.
• Credit Card or Fraud related experience.
• Experience with AI and automation tools to streamline fraud detection.
• Strong mentoring skills to support team development.
• Strategic mindset to analyze complex systems and develop solutions.