JPMorganChase Wealth Management - Vice President, Client Safeguarding Team Leader

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 Vice President, Client Safeguarding Team Lead, you will lead a specialized front-line escalation team within the Wealth Management service organization responsible for fraud/scam, AML-related concerns, and Elder/Vulnerable Person (EVP) escalations routed through service channels. This is not a generalist service role-it requires strong investigative judgment, regulatory awareness, and the ability to ensure complex cases are owned end-to-end while balancing client protection, policy adherence, and a high-quality client experience.

You will be accountable for building a high-performance culture centered on client obsession, hospitality, and safeguarding, while ensuring a strong risk and control environment. You will partner closely with client-facing teams, operations, risk/control partners, and other stakeholders to drive consistent, timely outcomes and to identify trends that strengthen controls and reduce repeat issues.

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

• Lead and develop a team of licensed safeguarding/escalations professionals; set clear expectations, coach for performance, and create a culture of excellence, client obsession, and high performance.
• Champion a Client First culture by delivering a best-in-class experience in high-stakes interactions, ensuring professionalism, empathy, and clarity while executing safeguarding actions aligned to policy and controls
• Drive talent and performance strategies, including coaching, development, promotion planning, and structured call monitoring/quality reviews to ensure consistent client interactions and case outcomes.
• Foster and enforce a culture of risk and control, acting with appropriate urgency and responsibility to safeguard customers and the business.
• Partner closely across the firm (e.g., Wealth Management Client Operations, advisors, servicing teams, risk/control partners, and Global Securities & Investigations "GSI") to drive timely, consistent resolution and escalation governance.
• Review and validate outcomes for repeat-caller and high-risk accounts; correct gaps in rationale, documentation, or controls execution; and ensure audit-ready case records.
• Evaluate and govern exceptions to standard procedures, determining appropriateness and coordinating approvals and documentation.
• Identify trends and recurring drivers of escalations to inform process improvements, controls enhancements, training needs, and client experience improvements; participate in working groups, pilots, and projects supporting the safeguarding operating model.
• Promote diversity and inclusion, setting the tone and proactively implementing solutions that strengthen team culture and effectiveness.
• 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

• Active FINRA Series 7 and Series 63 (or equivalent) required, including meeting continuing education requirements; ability to maintain registration in all 50 states/territories, as applicable.
• FINRA Series 9/10 (or equivalent) required or ability to obtain within a defined onboarding period as a condition of employment.
• Demonstrated ability to make high-impact fraud/EVP escalation decisions under pressure while adhering to policy, controls, and regulatory requirements.
• Strong risk, compliance, and control mindset with consistent execution and sound judgment to safeguard customers and the business.
• Proven leadership and people development experience with a track record of developing and coaching high-performing teams.
• Outstanding client communication skills (phone and written), including 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.
• Ability to partner across the firm, influence outcomes in a matrixed environment, and collaborate with various teams to define/execute the team's strategic vision
• Strong prioritization, urgency, execution, and delivery; ability to manage competing deadlines in a fast-paced environment.
• High degree of investment services/product acumen and keen interest in financial markets.

Preferred Qualifications, Capabilities, and Skills

• 5 years of financial services/brokerage experience, with exposure to fraud, disputes, AML/fraud operations, or fraud/safeguarding/EVP handling.
• Experience within a service center and/or segmented/affluent service model, including first-line escalation handling and comfort with a call-center construct.
• Demonstrated ability to recruit, source, and attract internal/external talent by building and maintaining a personal network of contacts.
• Familiarity with a wide array of financial products and complex service transactions (e.g., money movement, transfers, complex trade requests) that can elevate fraud/EVP risk.
• Bachelor's degree preferred (or equivalent relevant work experience).
• Professional certifications/training in financial crime (e.g., ACAMS-related credentials) a plus.
• Demonstrated experience contributing to process improvement, thematic root-cause identification, and control enhancements in an escalation's environment.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans