Complex Fraud Case Investigator

Be the calm expert customers rely on in a crisis—join JPMorgan

Chase 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 JPMorgan Chase . 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.

• Conduct
  robust, independent investigations
  into complex fraud claims in line with
  Payment Services Regulations
  , reaching the correct outcome
• Own case management end-to-end
• 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 escalating
  control risks
  promptly and appropriately

• 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

• 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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