Job Description

Be the calm expert customers rely on in a crisis—join JPMorganChase as a Complex Fraud Case Investigator and deliver fair, regulation-led outcomes that protect scam victims and strengthen trust in banking.As a Complex Fraud Case Investigator in Fraud Operations, ou’ll own complex fraud investigations end-to-end—protecting customers, delivering fair outcomes, and strengthening trust in JPMorganChase. You’ll apply your expertise in Payment Services Regulations and relevant reimbursement frameworks (including the Contingent Reimbursement Model code) to reach clear, well-evidenced decisions. Just as importantly, you’ll support scam victims with education and aftercare—adapting your approach for vulnerable customers—while working confidently with stakeholders and staying accountable for independent case management.Job Responsibilities Conduct robust, independent investigations into complex fraud claims in line with Payment Services Regulations, reaching the correct outcomeOwn case management end-to-end, ensuring decisions are customer-focused, consistent, and well documentedSupport scam victims with education, guidance, and aftercare to help prevent repeat incidentsReview escalated fraud complaints and deliver fair outcomes with the customer at the forefrontProvide tailored support to vulnerable customers, adapting tone, pace, and actions to individual needsPartner with stakeholders to progress cases, remove blockers, and resolve issues efficientlyMake autonomous decisions, escalating appropriately when cases are exceptionally complex or sensitiveManage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness & Identify control gaps and escalate control risks promptly and appropriatelyRequired qualifications, capabilities, and skillsProven ability to apply Payment Services Regulations in a fraud and/or disputes contextStrong working knowledge of the Contingent Reimbursement Model code, with a track record of using it in fraud case decisioningBackground in UK banking or financial services, with exposure to UK fraud and/or riskFamiliarity with complaint handling practices and the Financial Ombudsman frameworkAble to manage a heavy caseload across multiple investigations with minimal supervision Demonstrated capability to run structured, evidence-based investigations and document outcomes clearly & Strong written and verbal communication skills, with the confidence to explain decisions clearly and sensitivelyCustomer-first mindset and a proven commitment to delivering high-quality service under pressurePreferred qualifications, capabilities, and skillsKnowledge of complex scam typologies (e.g., authorised push payment scams) and how to investigate themConfidence supporting vulnerable customers in a regulated customer service or investigations environmentCapability to handle escalations and deliver outcomes within a complaints functionTrack record of identifying control weaknesses and contributing to risk and control improvementsComfort working in an operational environment with 24/7 coverage or time-critical caseworkStrong collaboration skills across teams to resolve issues and improve customer outcomes#ICB#ChaseUKCustomerServicesJ.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. 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. Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.Full timePosting Date: 2026-09-14

Job Tags

Similar Jobs