JPMorganChase Wealth Management — Vice President, Client Safeguarding Team Leader

JPMorgan Chase & Co.•Plano, TX

9d•$95,500 - $153,000•Onsite

About The Position

As a Vice President, Client Safeguarding Team Lead, you will lead a specialized front-line escalation team within the Wealth Management service organization responsible for fraud/scam, AML-related concerns, and Elder/Vulnerable Person (EVP) escalations routed through service channels. This is not a generalist service role—it requires strong investigative judgment, regulatory awareness, and the ability to ensure complex cases are owned end-to-end while balancing client protection, policy adherence, and a high-quality client experience. You will be accountable for building a high-performance culture centered on client obsession, hospitality, and safeguarding, while ensuring a strong risk and control environment. You will partner closely with client-facing teams, operations, risk/control partners, and other stakeholders to drive consistent, timely outcomes and to identify trends that strengthen controls and reduce repeat issues.

Requirements

Active FINRA Series 7 and Series 63 (or equivalent) required, including meeting continuing education requirements; ability to maintain registration in all 50 states/territories, as applicable.
FINRA Series 9/10 (or equivalent) required or ability to obtain within a defined onboarding period as a condition of employment.
Demonstrated ability to make high-impact fraud/EVP escalation decisions under pressure while adhering to policy, controls, and regulatory requirements.
Strong risk, compliance, and control mindset with consistent execution and sound judgment to safeguard customers and the business.
Proven leadership and people development experience with a track record of developing and coaching high-performing teams.
Outstanding client communication skills (phone and written), including 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.
Ability to partner across the firm, influence outcomes in a matrixed environment, and collaborate with various teams to define/execute the team’s strategic vision.
Strong prioritization, urgency, execution, and delivery; ability to manage competing deadlines in a fast-paced environment.
High degree of investment services/product acumen and keen interest in financial markets.

Nice To Haves

5-6+ years of financial services/brokerage experience, with exposure to fraud, disputes, AML/fraud operations, or fraud/safeguarding/EVP handling.
Experience within a service center and/or segmented/affluent service model, including first-line escalation handling and comfort with a call-center construct.
Demonstrated ability to recruit, source, and attract internal/external talent by building and maintaining a personal network of contacts.
Familiarity with a wide array of financial products and complex service transactions (e.g., money movement, transfers, complex trade requests) that can elevate fraud/EVP risk.
Bachelor’s degree preferred (or equivalent relevant work experience).
Professional certifications/training in financial crime (e.g., ACAMS-related credentials) a plus.
Demonstrated experience contributing to process improvement, thematic root-cause identification, and control enhancements in an escalation’s environment.

Responsibilities

Lead and develop a team of licensed safeguarding/escalations professionals; set clear expectations, coach for performance, and create a culture of excellence, client obsession, and high performance.
Champion a Client First culture by delivering a best-in-class experience in high-stakes interactions, ensuring professionalism, empathy, and clarity while executing safeguarding actions aligned to policy and controls.
Drive talent and performance strategies, including coaching, development, promotion planning, and structured call monitoring/quality reviews to ensure consistent client interactions and case outcomes.
Foster and enforce a culture of risk and control, acting with appropriate urgency and responsibility to safeguard customers and the business.
Partner closely across the firm (e.g., Wealth Management Client Operations, advisors, servicing teams, risk/control partners, and Global Securities & Investigations “GSI”) to drive timely, consistent resolution and escalation governance.
Review and validate outcomes for repeat-caller and high-risk accounts; correct gaps in rationale, documentation, or controls execution; and ensure audit-ready case records.
Evaluate and govern exceptions to standard procedures, determining appropriateness and coordinating approvals and documentation.
Identify trends and recurring drivers of escalations to inform process improvements, controls enhancements, training needs, and client experience improvements; participate in working groups, pilots, and projects supporting the safeguarding operating model.
Promote diversity and inclusion, setting the tone and proactively implementing solutions that strengthen team culture and effectiveness.
Maintain readiness through ongoing learning of evolving fraud typologies, policy updates, and relevant regulatory guidance (e.g., FINRA 2165 and applicable state laws).