Chase Consumer & Community Banking (CCB) serves nearly 66 million consumers and 4 million small businesses with a broad range of financial services through our 137,000 employees. JPMorgan Chase creates lifelong, engaged relationships with our customers by being a trusted provider of financial services. Our employees embrace our values of Integrity, Collaboration, Service, Ownership, and Innovation.
As Fraud Executive Director in CCB, you will lead the Retail Fraud customer division and will be responsible for the successful investigation and resolution of fraud and non-fraud alerts on customer's Demand Deposit Accounts (DDA). This covers Wires, Checks, Automated Clearing House (ACH), quick payments, and online activity. You will lead and be responsible for delivering outstanding customer service while simultaneously focusing on minimizing losses while adhering to the regulatory requirements. The team consists of 2,000 employees located globally in the US, Philippines, and India.
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Primary Responsibilities:
- Lead and develop a team of 2,000 employees including 6 direct reports in multiple sites in the US, Philippines, and India.
- Lead Retail Fraud organization from beginning to end, creating the best customer experience possible, customized for segments/products as requested by the business.
- Shared responsibility of losses with other key stakeholders.
- Define strategic priorities and structured operational policies to drive a superior customer experience
- Responsible for identifying opportunities to reduce operating expenses and minimize risk
- Run the business with a effective controls and discipline
- Collaborate across JPMC to deliver strategies and solutions that balance controls, fraud losses, operational expenses and the CCB customer experience
- Ensure a stable operating environment in partnership with IT and other support organizations.
- Focus on end to end process - Enable safe and controlled growth of new products and businesses
- Provide updates to senior leadership (CEO, COO, etc.) on performance, key initiatives, etc.
- Work with Industry Peers to stay abreast of current fraud trends and new capabilities and create an employee experience where employees love their jobs and are proud to work for Chase
Required Qualifications, Capabilities and Skills
- 7 years of senior operations leadership experience having managed large and complex teams
- Process management experience
- Influence skills across organizational lines and hierarchical levels
- Strong strategic, analytical and quantitative capabilities
- Ability to thrive in a dynamic and fast paced environment
- Proven track record of driving efficiency and process improvements
- Budgeting, capacity planning and forecasting experience
- Project Management Skills: well-organized, structured approach; ability to achieve tight timelines on complex deliverables.
- Ability to manage and prioritize projects across groups
- Proven record in business innovation and delivering high-impact results including a focus on customer experience
- Strong people management and people development interest
Preferred Qualifications, Capabilities and Skills
- BS or MBA - preferred
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 financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.