10 days old

Operations Leader - Merchant Services - Tempe, AZ

JPMorgan Chase & Co.
Tempe, AZ 85281
  • Job Code

Operations Leader - Merchant Services - Tempe, AZ

Req #: 190090470
Location: Tempe, AZ, US
Job Category: Operations
Potential Referral Amount: US Dollar (USD)

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/.  Chase Consumer & Community Banking serves nearly 60 million households and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. 

Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what’s right and creating solutions that make lives better. Build your career on our strong foundation and help shape what’s next−for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking service center team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction. Successful candidates in this vital position are flexible and problem-solvers who enjoy helping employees assisting customers to resolve their questions and concerns. 


We have opportunities for Operations Leaders in our Fraud group. Our Fraud Team ensures our customers receive the best fraud detection and protection in the industry. This team is comprised of 4 major business functions:

  • Fraud Plastics which handles all credit card& debit card transactions.
  • Retail Fraud Prevention which handles fraud decisioning based upon tool utilization & analysis for Electronic Money Movement, Deposit/Check Review, New Account Screening, Kite, Inclearing, and Fraud Hotline.

  • Card Disputes & Recovery is responsible for processing and resolving customer claims and inquires related to non-fraud and fraud related transactions on Chase credit cards.

  • Retail Customer Claims assists customers with electronic/check fraudulent & merchant dispute transactions on Debit Card, ATM, ACH, Checks, and Chase Online for consumer and business accounts for all lines of business. The function decisions claims for payment or denial according to federally regulated guidelines.

We are looking for individuals with a passion for managing a team and the following skills:

Leadership Skills:

  • Senior manager with responsibility for a function within the Line of Business, including the implementation of operational procedures and plans

  • Manages and directs overall team activities and monitors progress for Fraud specialty processes across multiple locations

  • Develop and lead team of managers who inspire others to be their best

  • Create a culture that attracts and retains top talent

  • Drive a high performance culture through proactive performance management

  • Champion for inclusion and diversity initiatives

Customer Focus:

  • Resolve complex and escalated employee and customer problems and inquires

  • Operate with urgency and meet deadlines
  • Focus on the customer, the organizations business goals and systems

Communication Skills:

  • May present business updates to senior managers
  • Strong business partner with ability to manage influence upward and downward within function or cross functionally

  • Serves as business expert for all identity theft related initiatives across Line of Businesses

  • Knowledge of professional discipline and applies knowledge to influence decisions

Problem Solving Skills:

  • Ability to delegate tasks
  • Conflict resolution skills
  • Prioritize diverse workloads
  • Recommends and implements enhancements to improve effectiveness and efficiency of services and systems

  • Works directly with Risk Policy, Point of Sale Strategy team and Business Planning and Analysis for fraud rules and implications to staff planning.

  • Acts as the Digital Wallet business lead for all new Digital Wallet products to ensure that all aspects of fraud are cared for in the planning process

Analytical Skills:

  • Shapes and influences strategy in line with overall functional strategy and objectives

  • Leads execution of key projects
  • Manages resources and operating expenses
  • Ability to evaluate and analyze data from multiple sources in a fast paced environment and make decisions based on thorough assessments of the issues and outcomes

  • Execution of control initiatives
  • Required to abide by all applicable regulatory and department practices and procedures

  • Review and provide operational approvals for new and/or modifications to rules/strategies that impacts operations

  • Manages three complex specialty teams which includes Customer Protection Services, Fraudulent Applications and Business Cards


Computer Skills:

  • Expert experience using metric analysis to create business review presentations

  • Expert experience using Windows Operating Systems and Microsoft Office tools

Work schedules vary and could include a schedule that includes working in the evening and on the weekend.


Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.


  • Minimum of seven years management experience strongly preferred
  • Management experience at a site/market/geographical level strongly preferred
  • Must be willing to work in an environment that requires phone-based customer interaction
  • Advanced proficiency with computer functions strongly preferred
  • High School Diploma or equivalent required, Bachelor’s Degree preferred
High Security Access Hires: This position is anticipated to require the use of one or more High Security Access (HSA) systems. Users of these
systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of
accepting the position and on an annual basis thereafter. The enhanced screening will need to be successfully completed prior to commencing
employment or assignment.



Keyword: card%20services


Posted: 2019-10-08 Expires: 2019-11-07

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Operations Leader - Merchant Services - Tempe, AZ

JPMorgan Chase & Co.
Tempe, AZ 85281

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