J.P. Morgan Wealth Management - Associate, Client Safeguarding Lead

JPMorgan Chase & Co.•San Antonio, TX

6d•$64,600 - $87,500

About The Position

As a Client Safeguarding Lead within the Wealth Management service organization, you will serve as a front-line, specialized escalation resource responsible for fraud/scam, AML-related concerns, and Elder/Vulnerable Person (EVP) escalations routed through service channels. This is not a generalist service role—this position requires investigative judgment from day one, strong regulatory awareness, and the ability to own complex cases end-to-end while balancing client protection, policy adherence, and a high-quality client experience. You will handle high-stakes situations that may involve restricting access to funds, placing protective measures on accounts, or escalating for additional review. You will partner cross-functionally with internal teams to drive timely, consistent outcomes, and you will identify trends to reduce repeat issues and strengthen controls.

Requirements

FINRA Series 7 and 63 (or equivalent) required, including meeting FINRA continuing education requirements.
Ability to maintain registration in all 50 states, as applicable.
Demonstrated fraud/EVP escalation judgment and ability to make high-impact decisions under pressure while adhering to policy and controls.
Strong risk, compliance, and control mindset, including consistent execution within operating standards and regulatory requirements.
Proven ability to own complex cases independently and drive outcomes through cross-functional coordination.
Excellent client communication skills (phone and written): clear articulation, de-escalation, empathy, and confidence in difficult conversations.
Strong documentation discipline and ability to produce clear, auditable case notes suitable for regulatory, legal, and internal review.
Skilled in prioritization, multi-tasking, and managing competing deadlines in a fast-paced environment.
Ability to adapt communication style to meet the needs of a diverse client base.

Nice To Haves

2–3+ years of financial services/brokerage experience, with exposure to fraud, disputes, AML/fraud operations, or Fraud/safeguarding/EVP handling.
Current or former experience in the Service Center, Segmented Services Group, or Affluent service model (including first-line escalation handling).
Familiarity with a wide array of financial products and complex service transactions (e.g., money movement, account transfers, complex trade requests) that can trigger elevated fraud/EVP risk.
College degree or equivalent relevant service/investigations experience preferred.
Professional certifications or training in financial crime are a plus (e.g., ACAMS-related credentials; CAFS interest/ability to pursue as program availability permits).
Demonstrated experience contributing to process improvement, thematic root-cause identification, or control enhancements in an escalation’s environment.

Responsibilities

Own fraud/scam, AML-related, and EVP escalations end-to-end, including investigation, research, documentation, decisioning, and resolution follow-through.
Conduct advanced authentication, risk assessment, and root-cause analysis; identify red flags and take appropriate safeguarding actions aligned to policy and controls.
Manage these fraud related calls/cases with professionalism, empathy, and clarity—balancing client experience with safeguarding and regulatory requirements.
Perform meticulous review of Repeat Caller and high-risk accounts to validate prior outcomes, ensure consistency, and correct gaps in rationale or documentation.
Evaluate exception requests to standard procedures, determine appropriateness, and coordinate required approvals and documentation.
Partner cross-functionally with Wealth Management Client Operations, advisors, servicing teams, risk/control partners, Global Securities & Investigations ‘GSI’, and/or other partner areas to resolve issues efficiently and protect client assets.
Identify trends and recurring drivers behind fraud escalations/instances that will contribute to process improvements, controls enhancements, and client experience improvements.
Participate in working groups, pilots, and projects supporting continuous improvement and the evolution of the client safeguarding operating model.
Maintain readiness through ongoing learning of evolving fraud typologies, policy updates, and relevant regulatory guidance (e.g., FINRA 2165 and applicable state laws).