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JPMorganChase Wealth Management - Vice President, Client Safeguarding Team Leader
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JPMorgan Chase Bank, N.A.
Plano, TX (In Person)
Full-Time
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Job Description
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 s.