Fraud Team Leader - Card Fraud Recovery

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

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.

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.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About The Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.