We are Chase – part of the JPMorgan Chase family. We are a leading provider of traditional and digital financial services worldwide, our customers are at the heart of everything we do.

As a Fraud Customer Protection Investigator in the Customer Protection Group (CPG) within Chase Fraud Operations, you will be responsible for supporting the prevention of scams and fraud. This role involves developing and implementing robust customer education programs and owning fraud investigations to ensure the correct outcomes are reached, thereby protecting both customers and the firm.

Job Responsibilities:

• Profiling work alerts that identify potential high-risk fraud and scam activity through FPS and card transactions
• Supporting scam victims with a focus on education and aftercare
• Conducting robust and independent investigations of complex claims of fraud in line with Payment Service Regulations, to ensure the delivery of the correct outcome
• Reviewing escalated fraud complaints, putting the customer at the forefront of our decisions to ensure a fair outcome is achieved
• Providing a tailored service for our most vulnerable customers
• Escalating new fraud trends
• Engaging with stakeholders effectively

Required qualifications, capabilities and skills:

• Previous fraud experience, specifically working within a fraud operation
• Experience investigating application fraud, scams, mules, and first-party fraud investigations
• Knowledgeable about the UK regulatory framework and best practices in fraud prevention
• Excellent communication skills
• Passionate about delivering first-class customer service
• Advocate for process and product improvements for colleagues and customers
• Capable of making autonomous decisions, with the judgment to consult on complex issues when necessary