Own end-to-end investigations into complex fraud claims under Payment Services Regulations, manage multiple cases independently, support scam victims including vulnerable customers, review escalations and complaints, engage stakeholders, and identify/escalate control risks to ensure fair, customer-focused outcomes.
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. 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.
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