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 s...