Fraud Team Leader - Card Fraud Recovery
About The Position
As a Fraud Supervisor within JPMorganChase, you will help protect financial systems from fraudulent activity, with a focus on fraud prevention. You will oversee fraud analysts and investigators, manage detection workflows and complex investigations, and ensure cases are resolved within established service-level agreements. The role includes developing staff, reviewing escalated decisions, identifying fraud trends and control gaps, and sharing performance insights with senior leadership. You will collaborate with Risk, Compliance, Legal, Operations, Investigations, and Technology partners to support regulatory inquiries, process improvements, and fraud strategy execution.
Requirements
- Proficiency with tools to measure staff performance and manage daily activities.
- Strong analytical skills to interpret data models and derive actionable insights.
- Proven customer service experience, including identifying system enhancements and implementing solutions.
- Effective collaboration skills and the ability to foster a team environment.
Nice To Haves
- Proficiency with 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.
- A strategic mindset for analyzing complex systems and developing solutions.
Responsibilities
- Directly manage, coach, and develop fraud analysts and investigators, setting performance expectations aligned with departmental KPIs.
- Conduct performance evaluations, provide actionable feedback, and implement development plans.
- Promote accountability, accuracy, and continuous improvement through coaching, recognition, and corrective action.
- Monitor fraud detection systems, queues, and alert workflows to ensure timely intake, prioritization, and case assignment.
- Manage workflow, capacity, and escalation paths to ensure cases are resolved within established SLAs.
- Review, validate, and approve determinations on escalated, high-risk, or exception cases.
- Serve as the primary escalation point for complex, high-dollar, or sensitive investigations and determine resolution and customer remediation actions.
- Coordinate law enforcement referrals and investigative next steps when required.
- Identify emerging fraud trends and control gaps through operational data, quality findings, and root-cause analysis.
- Report fraud performance metrics and investigative insights to senior leadership and governance forums.
- Liaise with Risk, Compliance, Legal, Operations, Investigations, and Technology partners on regulatory inquiries, process improvements, and fraud strategy.
Benefits
- Competitive total rewards package, with base salary determined by role, experience, skill set, and location.
- Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
- Comprehensive health care coverage.
- On-site health and wellness centers.
- Retirement savings plan.
- Backup childcare.
- Tuition reimbursement.
- Mental health support.
- Financial coaching.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
