You are a natural leader. You do what's right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.
As a Fraud Manager II within JPMorgan Chase, you will lead a team of Fraud Supervisors and Analysts dedicated to engaging with our customers and providing effective solutions. Your role is crucial in achieving key service metrics, meeting financial and productivity goals, and ensuring satisfaction among business partners and employees. You will manage and implement improvement initiatives while adhering to risk and control guidelines. This position offers the opportunity to make impactful decisions and empower your team, fostering an environment of engagement and optimal performance. Join us to play a vital role in maintaining the integrity and trust of our services.
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Job Responsibilities
- Execute business initiatives by maintaining open communication with employees, peers, leadership, and other business lines.
- Develop and deliver executive and external reporting and communications.
- Make informed business decisions using independent judgment, expertise, and documented policies.
- Enhance department and business performance through critical partnerships and increased authority.
- Identify and own end-to-end process improvement opportunities.
- Recommend and implement solutions for process improvements.
- Develop and maintain training content related to process changes.
- Manage and implement process and policy changes in collaboration with change management.
- Ensure team adherence to operating policies, procedures, and legal compliance.
- Resolve escalations independently while maintaining compliance standards.
- Manage team performance by leading, coaching, and motivating for sustained results.
Required qualifications, capabilities, and skills
- Three or more 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
- Two or more years of experience in a call center environment, for call center roles
Required or Additional Information
- Work schedules will vary within a full-time, 40-hour per week schedule. You must be willing to work during our operating hours, which may include evenings, weekends, and holidays. Specific information will be provided by the recruiter.
- This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.
- You will be required to attend training onsite, regardless of your work location. Your schedule and work location will be established based on business needs (e.g., working onsite, at your home office, or a combination of both).
- Visa sponsorship is not available for this position.
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, paid in the form of cash and/or forfeitable equity, 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.