Fraud Manager I

About the role

You are a natural leader who does what's right for customers and colleagues and inspires others to do the same. As a Fraud Manager I at JPMorgan Chase, you will directly manage a group of Specialists and/or Analysts responsible for engaging with customers to offer appropriate solutions and processing work associated with this function. You will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business‑partner and employee satisfaction, and managing and implementing ongoing improvement initiatives while maintaining adherence to risk and control guidelines within complex functions and processes. This role involves higher‑level decision making and empowerments, ensuring all work is processed within assigned service levels and meets legal/compliance requirements, and demonstrating exceptional leadership to create an engaged, high‑performing team environment.

Responsibilities

• Execute on business initiatives by creating and maintaining open communication with employees, peers, the leadership team, and other lines of business, including developing and delivering executive and external reporting and other communications.
• Make informed business decisions using independent judgment, skill set, experience, subject‑matter expertise, documented policies and procedures, relationships with critical partners, expanded empowerments, and increased authority levels to enhance department and business performance.
• Identify and own end‑to‑end process improvement opportunities, which may include recommending solutions, developing and maintaining training content, implementing changes, managing process/policy changes, and partnering with the change‑management leadership team as necessary.
• Ensure the team’s adherence to operating policies and procedures, and legal and compliance regulations, while independently resolving escalations.
• Manage team performance by leading by example and coaching on key behaviors to motivate sustained results; use performance‑management resources to proactively monitor, coach, and develop employees, recognize strong performers, and address those not meeting performance standards.
• Demonstrate the firm‑wide Manager Capabilities, track progress by regularly soliciting feedback and checking in with your team and manager, and summarize your impact in the year‑end Self‑Evaluation.

Required qualifications, capabilities, and skills

• Minimum 3 years of experience in customer service or in the function being managed
• Verbal and written communication skills
• Influencing skills
• Change management skills
• Prioritization skills
• Data analysis skills
• High School diploma/GED required

Preferred qualifications, capabilities, and skills

• Previous financial industry experience
• People management experience
• 2 years of experience in a call‑center environment, for call‑center roles

Schedule

Work schedules will vary within a full‑time, 40‑hour‑per‑week schedule. You must be willing to work during operating hours, which may include evenings, weekends, and holidays. Specific details will be provided by the recruiter. Attendance at scheduled training is required; training hours may not coincide with regular hours and must be attended onsite regardless of work location. Your schedule and work location will be established based on business needs (e.g., onsite, home office, or a hybrid arrangement).

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 products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also support small businesses, nonprofits, and cities with solutions that meet all their financial needs.

About the team

Our Consumer & Community Banking division serves Chase customers through personal banking, credit cards, mortgages, auto financing, investment advice, small‑business loans, and payment processing. We lead the U.S. in credit‑card sales and deposit growth, and we have the most‑used digital solutions while ranking first in customer satisfaction. The team helps customers manage money with checking, savings, and credit cards, combining the latest banking technology with comprehensive solutions.

Benefits

• Competitive total‑rewards package, including base salary determined by role, experience, skill set, and location
• Commission‑based pay and/or discretionary incentive compensation for eligible roles, paid 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
• Additional programs and benefits based on eligibility