Client Ops Manager III

Job Description

Job responsibilities

• Review merchant applications, websites, ownership and business information, credit reports, bank statements, prior processing statements, internal history, and approved fraud-risk tools
• Validate business legitimacy and evaluate products or services, sales channels, and customer experience considerations
• Assess expected processing volume, average transaction size, fulfillment timing, refund practices, dispute and chargeback patterns, and processing history
• Calculate or validate processing exposure and non-delivery exposure; assign or confirm the appropriate Merchant Category Code
• Identify restricted, prohibited, or heightened-risk activity and complete or coordinate required due diligence
• Make or recommend approval, decline, retention, restriction, or termination decisions within established authority and risk appetite
• Contact merchants and internal partners to obtain missing information, resolve discrepancies, and document a clear decision rationale
• Serve as a primary contact for merchant risk escalations and provide an independent recommendation to onboard, retain, restrict, terminate, or escalate
• Perform or coordinate enhanced due diligence for elevated-risk merchants, including licensing, registration, ownership, and business-practice reviews where applicable
• Maintain complete, accurate, and audit-ready documentation of evidence, calculations, decisions, conditions, approvals, and escalations
• Identify recurring risks, control gaps, and policy ambiguities; recommend improvements to procedures, training, documentation, or systems

Required qualifications, capabilities and skills

• Minimum 3 years of experience in merchant underwriting, payments risk, fraud risk, credit risk, or a related financial risk discipline
• Demonstrated ability to analyze merchant documentation (for example: bank statements, processing statements, ownership and business information) and synthesize an evidence-based decision
• Working knowledge of merchant risk concepts including disputes, chargebacks, refunds, fulfillment/non-delivery exposure, and prohibited or restricted business activity
• Ability to apply documented risk criteria consistently and operate within defined approval authority and escalation requirements
• Strong attention to detail with the ability to maintain accurate, audit-ready documentation and a clear decision rationale
• Effective written and verbal communication skills, including comfort contacting merchants to clarify information and resolve discrepancies
• Ability to manage multiple reviews concurrently while meeting service-level and quality expectations
• Proficiency with spreadsheet and documentation tools for analysis, tracking, and reporting
• Understanding of relevant legal, regulatory, and payment-network requirements for merchant onboarding and monitoring
• Commitment to fair, consistent customer treatment and sound risk outcomes

Preferred qualifications, capabilities and skills

• Experience supporting enhanced due diligence reviews for elevated-risk merchants
• Experience evaluating complex or emerging merchant business models and sales channels (for example: online marketplaces or subscription-based models)
• Familiarity with Merchant Category Code assignment governance and high-risk category considerations
• Experience partnering with Risk, Legal, Compliance, Controls, Operations, Sales, Client Management, and know your customer / anti-money laundering stakeholders
• Experience participating in audits, control reviews, or issue remediation related to underwriting decisions and record retention
• Ability to identify policy gaps and propose practical improvements to procedures, training, or tooling
• Experience using approved fraud or risk tools to support merchant review and monitoring

About Us

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

About the Team

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.