People Lead Fraud - Customer Contact all genders
People Lead Fraud - Customer Contact all genders
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Job Description
Excited by the opportunity to build innovative digital retail banking products and services in a startup environment backed by one of the leading financial service providers worldwide
Join us at JPMorgan & Chase Co. at our newest European hub for Chase bank located in the heart of Berlin. In this exciting chapter of continued growth and expansion for Chase were looking for a passionate People Lead Fraud Customer Protection (all genders)who willlead a highperforming team dedicated to combating fraudulent activities.
As a People Lead Fraud Customer Contact (all genders) within our Fraud Team you will be leading a team to combat fraudulent activities ensuring exceptional service delivery promoting continuous improvement and ensuring compliance with regulatory requirements. This role offers an opportunity to significantly impact the fight against fraud in a positive and rewarding work environment. Your expertise in digital business policies processes products and solutions will be vital as you drive continuous improvement and deliver exceptional service across all platforms and functions. Ensuring compliance with regulatory requirements is of utmost importance making your role instrumental in safeguarding our customers and the company from fraudulent activities.
Job responsibilities
- Optimise performance across key operational KPIs financials and people metricswhilesmashing team goals.
- Work collaboratively with the relevant teams to continuously improve operational and business performanceas well asoptimise both the customer and employee experience.
- Lead the Fraud team setting a strong example of customer orientation and fostering a culture of Right First Time.
- Ensure operational excellence consistency and transparency in customer experienceas well asdelivering exceptional service.
- Act as a subject matter expert in digital banking policies and solutions collaborating with crossfunctional teams to develop topnotch customer experiences.
- Drive performance improvement providing coaching and mentoring to team members while championing process and product enhancements.
- Collaborate with global teams to maintain exceptional service levels and compliance with regulatory requirements.
Required qualifications capabilities and skills
- Leadership experience inmanaging teams and processesinthe financial serviceindustries.
- Digital expertise across various platforms and media.
- Familiarity with digital banking platforms payment systems and financial technologies is necessary to understand potential vulnerabilities and fraud trends.
- Ability to thrive in an ambiguous work environment while advocating riskmanagement compliance and outstanding customer experiences.
- Knowledge of key compliance frameworks and regulations such as AML KYC PEPSetc..
- Ability to understand and research customer behavior and share knowledge withfurtherteamsand peers.
- Excellent communication fluencyin German and English.
Preferred qualifications capabilities and skills
- Previous experience working within Banking/Financial Service institutionina fraud related role.
- Experience in identifying fraud and related financial crime risks and take the appropriate steps to mitigate theserisks.
- Knowledge of theGermanregulatory framework and best practicesregarding fraud prevention.
- Change management proficiency taking ownership of processes and products for colleagues and customers.
Employment Type
Full-Time
