Vista previa de la oferta
J.P. Morgan Wealth Management - Associate, Client Safeguarding Lead
mid · Other
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
- Own fraud/scam, AML-related, and EVP escalations end-to-end, including investigation, research, documentation, decisioning, and resolution follow-through.
- Conduct advanced authentication, risk assessment, and root-cause analysis; identify red flags and take appropriate safeguarding actions aligned to policy and controls.
- Manage these fraud related calls/cases with professionalism, empathy, and clarity—balancing client experience with safeguarding and regulatory requirements.
- Perform meticulous review of Repeat Caller and high-risk accounts to validate prior outcomes, ensure consistency, and correct gaps in rationale or documentation.
- Evaluate exception requests to standard procedures, determine appropriateness, and coordinate required approvals and documentation.
- 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.
- Identify trends and recurring drivers behind fraud escalations/instances that will contribute to process improvements, controls enhancements, and client experience improvements.
- Participate in working groups, pilots, and projects supporting continuous improvement and the evolution of the client safeguarding operating model.
- 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
- FINRA Series 7 and 63 (or equivalent) required, including meeting FINRA continuing education requirements.
- Ability to maintain registration in all 50 states, as applicable.
- Demonstrated fraud/EVP escalation judgment and ability to make high-impact decisions under pressure while adhering to policy and controls.
- Strong risk, compliance, and control mindset, including consistent execution within operating standards and regulatory requirements.
- Proven ability to own complex cases independently and drive outcomes through cross-functional coordination.
- Excellent client communication skills (phone and written): clear articulation, de-escalation, empathy, and confidence in difficult conversations.
- Strong documentation discipline and ability to produce clear, auditable case notes suitable for regulatory, legal, and internal review.
- Skilled in prioritization, multi-tasking, and managing competing deadlines in a fast-paced environment.
- Ability to adapt communication style to meet the needs of a diverse client base.
Preferred Qualifications, Capabilities, and Skills
- 2–3+ years of financial services/brokerage experience, with exposure to fraud, disputes, AML/fraud operations, or Fraud/safeguarding/EVP handling.
- Current or former experience in the Service Center, Segmented Services Group, or Affluent service model (including first-line escalation handling).
- 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.
- College degree or equivalent relevant service/investigations experience preferred.
- Professional certifications or training in financial crime are a plus (e.g., ACAMS-related credentials; CAFS interest/ability to pursue as program availability permits).
- Demonstrated experience contributing to process improvement, thematic root-cause identification, or control enhancements in an escalation’s environment.