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 outcome
- Own case management end-to-end, ensuring decisions are customer-focused, consistent, and well documented
- Support scam victims with education, guidance, and aftercare to help prevent repeat incidents
- Review escalated fraud complaints and deliver fair outcomes with the customer at the forefront
- Provide tailored support to vulnerable customers, adapting tone, pace, and actions to individual needs
- Partner with stakeholders to progress cases, remove blockers, and resolve issues efficiently
- Make autonomous decisions, escalating appropriately when cases are exceptionally complex or sensitive
- Manage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness & Identify control gaps and escalate control risks promptly and appropriately
Required qualifications, capabilities, and skills
- Proven ability to apply Payment Services Regulations in a fraud and/or disputes context
- Strong working knowledge of the Contingent Reimbursement Model code, with a track record of using it in fraud case decisioning
- Background in UK banking or financial services, with exposure to UK fraud and/or risk
- Familiarity with complaint handling practices and the Financial Ombudsman framework
- Able 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 sensitively
- Customer-first mindset and a proven commitment to delivering high-quality service under pressure
Preferred qualifications, capabilities, and skills
- Knowledge of complex scam typologies (e.g., authorised push payment scams) and how to investigate them
- Confidence supporting vulnerable customers in a regulated customer service or investigations environment
- Capability to handle escalations and deliver outcomes within a complaints function
- Track record of identifying control weaknesses and contributing to risk and control improvements
- Comfort working in an operational environment with 24/7 coverage or time-critical casework
- Strong collaboration skills across teams to resolve issues and improve customer outcomes
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About UsJ.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.Skills Required
- Experience applying Payment Services Regulations in a fraud and/or disputes context
- Experience working with the Contingent Reimbursement Model code in fraud case decisioning
- Experience in UK banking or financial services with UK fraud and/or risk exposure
- Knowledge of complaint handling practices and the Financial Ombudsman framework
- Ability to manage a heavy workload across multiple cases with minimal supervision
- Ability to conduct structured, evidence-based investigations and document outcomes clearly
- Strong written and verbal communication skills, with ability to explain decisions clearly and sensitively
- Customer-first mindset with commitment to delivering high-quality service under pressure
- Experience investigating complex scam typologies (e.g., authorised push payment scams)
- Experience supporting vulnerable customers in a regulated customer service or investigations environment
- Experience handling escalations and delivering outcomes in a complaints function
- Experience identifying control weaknesses and contributing to risk and control improvements
- Experience working in an operational environment with 24/7 coverage or time-critical casework
- Confidence collaborating across teams to resolve issues and improve customer outcomes
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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