JOB DESCRIPTION
JPMorganChase Wealth Management is dedicated to helping investors achieve long-term financial goals through the Chase wealth management business, J.P. Morgan Advisors, and the Self-Directed online investing platform. The combined business manages approximately $650B in assets and includes 4,500 advisors across nearly 5,000 locations.
As a Client Safeguarding Lead within the Wealth Management service organization, you will serve as a front-line, specialized escalation resource responsible for fraud/scam, AML-related concerns, and Elder/Vulnerable Person (EVP) escalations routed through service channels. This is not a generalist service role—this position requires investigative judgment from day one, strong regulatory awareness, and the ability to own complex cases end-to-end while balancing client protection, policy adherence, and a high-quality client experience.
You will handle high-stakes situations that may involve restricting access to funds, placing protective measures on accounts, or escalating for additional review. You will partner cross-functionally with internal teams to drive timely, consistent outcomes, and you will identify trends to reduce repeat issues and strengthen controls.
Target operating hours: Monday–Friday 7 a.m.–8 p.m. CST (8 a.m.–9 p.m. EST) and Saturday 8 a.m.–4 p.m. CST (9 a.m.–5 p.m. EST).
Job Responsibilities
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Own fraud/scam, AML-related, and EVP escalations end-to-end, including investigation, research, documentation, decisioning, and resolution follow-through.
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Conduct advanced authentication, risk assessment, and root-cause analysis; identify red flags and take appropriate safeguarding actions aligned to policy and controls.
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Manage these fraud related calls/cases with professionalism, empathy, and clarity—balancing client experience with safeguarding and regulatory requirements.
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Perform meticulous review of Repeat Caller and high-risk accounts to validate prior outcomes, ensure consistency, and correct gaps in rationale or documentation.
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Evaluate exception requests to standard procedures, determine appropriateness, and coordinate required approvals and documentation.
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Partner cross-functionally with Wealth Management Client Operations, advisors, servicing teams, risk/control partners, Global Securities & Investigations ‘GSI', and/or other partner areas to resolve issues efficiently and protect client assets.
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Identify trends and recurring drivers behind fraud escalations/instances that will contribute to process improvements, controls enhancements, and client experience improvements.
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Participate in working groups, pilots, and projects supporting continuous improvement and the evolution of the client safeguarding operating model.
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Maintain readiness through ongoing learning of evolving fraud typologies, policy updates, and relevant regulatory guidance (e.g., FINRA 2165 and applicable state laws).
Required Qualifications, Capabilities, and Skills
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FINRA Series 7 and 63 (or equivalent) required, including meeting FINRA continuing education requirements.
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Ability to maintain registration in all 50 states, as applicable.
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Demonstrated fraud/EVP escalation judgment and ability to make high-impact decisions under pressure while adhering to policy and controls.
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Strong risk, compliance, and control mindset, including consistent execution within operating standards and regulatory requirements.
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Proven ability to own complex cases independently and drive outcomes through cross-functional coordination.
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Excellent client communication skills (phone and written): clear articulation, de-escalation, empathy, and confidence in difficult conversations.
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Strong documentation discipline and ability to produce clear, auditable case notes suitable for regulatory, legal, and internal review.
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Skilled in prioritization, multi-tasking, and managing competing deadlines in a fast-paced environment.
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Ability to adapt communication style to meet the needs of a diverse client base.
Preferred Qualifications, Capabilities, and Skills
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2–3+ years of financial services/brokerage experience, with exposure to fraud, disputes, AML/fraud operations, or Fraud/safeguarding/EVP handling.
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Current or former experience in the Service Center, Segmented Services Group, or Affluent service model (including first-line escalation handling).
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Familiarity with a wide array of financial products and complex service transactions (e.g., money movement, account transfers, complex trade requests) that can trigger elevated fraud/EVP risk.
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College degree or equivalent relevant service/investigations experience preferred.
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Professional certifications or training in financial crime are a plus (e.g., ACAMS-related credentials; CAFS interest/ability to pursue as program availability permits).
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Demonstrated experience contributing to process improvement, thematic root-cause identification, or control enhancements in an escalation's environment.
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.
