Fraud Team Leader - Card Fraud Recovery

JPMorganChase•Tempe, AZ

About The Position

As a Fraud Supervisor at JPMorganChase, you will help protect financial systems from fraudulent activity, with a primary focus on fraud prevention through effective policies and procedures. You will monitor transactions, identify risks, stay informed about legislative changes, collaborate across departments, and use technology and data analytics to improve fraud detection. The role also involves addressing customer complaints, contributing to team goals, managing projects, and guiding colleagues. You will directly manage, coach, and develop fraud analysts and investigators. You will oversee detection systems, queues, alert workflows, case assignments, investigation timelines, and escalations. You will review complex and high-risk cases, coordinate investigative decisions and possible law enforcement referrals, identify emerging fraud trends and control gaps, and report operational insights to senior leadership. You will also work with Risk, Compliance, Legal, Operations, Investigations, and Technology partners on regulatory inquiries, process improvements, and fraud strategy.

Requirements

Proficiency in using 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 toward shared goals.

Nice To Haves

Proficiency in using 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 regular performance evaluations, provide actionable feedback, and implement development plans to address skill gaps.
Promote 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.
Manage workflow, capacity, and escalation paths to ensure cases are resolved within established SLAs.
Review, validate, and approve determinations for escalated, high-risk, or exception cases.
Act 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 warranted by severity, patterns, or risk exposure.
Identify emerging fraud trends and control gaps using operational data, quality findings, and root-cause analysis.
Use fraud performance metrics and investigative insights to create actionable reporting for senior leadership and governance forums.
Liaise with Risk, Compliance, Legal, Operations, Investigations, and Technology partners on regulatory inquiries, process improvements, and fraud strategy.