Her Story
About Monica
Monica Upshaw is a banking operations and compliance leader serving as a Supervisor on the Home Lending EMS Complaint Management Written Team at JPMorgan Chase & Co. In this role, she oversees regulatory processes, project management, procedures, and onboarding and offboarding responsibilities. Upshaw began her career in banking on September 15, 2011, when she joined the Mortgage Home Lending Call Center at Chase. She steadily advanced from an entry-level position to team lead and supervisory roles, including experience supporting the Military Services Home Lending Call Center. Following a restructuring and subsequent layoff, she joined Huntington National Bank, where she spent two years managing escalated mortgage customer service and escrow calls before returning to Chase.
After rejoining JPMorgan Chase, Upshaw worked in mortgage escalations before transitioning into the regulatory written complaint management space, ultimately taking on leadership of the team. Her career reflects extensive experience in mortgage operations, regulatory complaint management, escalations, risk, customer advocacy, process improvement, and operational leadership. She recently earned a BBA in Business Administration from The University of Arizona Global Campus and has continued expanding her expertise through additional training in risk and compliance, as well as artificial intelligence. Her professional development also includes coursework in governance, risk, and compliance and training in cybersecurity tools and cyberattacks.
Upshaw is passionate about career development and helping others reach their professional potential. She serves on the leadership team of the BOLD Business Resource Group (BRG) and participates in programs designed to support entry-level employees and their career growth. She credits her life experiences, including her journey as a single mother, with shaping her resilience, determination, and approach to leadership. At the center of her professional and personal life are the values of honesty, transparency, integrity, excellence, and family, which guide how she leads, supports her colleagues, and approaches opportunities for continued growth.
Her Interview
Ten minutes with Monica
01What do you attribute your success to?
I attribute much of my success to my life experiences. I genuinely believe that everything I’ve been through has shaped the person and professional I am today. I’m a single mother, and I’ve been a mom for so much of my life that I sometimes feel like I don’t even remember being a kid. I was helping raise my younger brother when I was 12, and I had my first child at 16. Those experiences gave me a strong desire to do better and, most importantly, to provide a better example for my children. I pour into them as much as I possibly can, and I try to share real-life experiences that they can learn from. That same approach carries into how I work with other people. When I’m teaching or helping someone, I try to relate what I’m saying to something they can understand or connect with. I want to help people see the bigger picture and understand what the end goal can look like. I’m also really good at connecting people. I naturally enjoy networking and bringing people together in ways that can help them reach their goals. I may not always know the answer myself, but I can usually tell you who does. For me, success is not just about what I can accomplish individually; it’s also about helping other people find the resources, connections, and opportunities they need to succeed.
02What advice would you give to young women entering your industry?
I truly believe you can do anything you set your mind to. Don’t let anyone tell you otherwise. One of the biggest lessons I’ve learned is not to stop simply because you’ve failed in an area. I always say, “Fail forward.” If you’ve made a mistake, you now have an opportunity to learn from it, correct it, and use that experience to do better the next time. We’re not perfect, but every experience gives us an opportunity to grow, improve, and try again. Never let a mistake stop you from accomplishing your goals. Keep trying, keep pushing, ask questions, and do your research. Whatever you do, don’t give up on yourself or what you’re capable of achieving.
03What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges for me has been simply getting comfortable with allowing myself to receive the same support and opportunities that I so freely give to others. I was just talking to someone recently, and I realized how much of my time and energy I spend pouring into others, leveraging my network, and helping people advance in their careers and in their lives. I genuinely enjoy connecting people, sharing resources, and using my relationships to help others succeed. The challenge has been getting comfortable recognizing that I can also benefit from those relationships and allow others to pour into me. I’ve had to learn that supporting others doesn’t mean I have to do everything on my own. It’s okay to lean on my network, ask for help, and create space for others to invest in me, just as I’ve invested in them.
04What values are most important to you in your work and personal life?
The values that are most important to me are honesty, transparency, integrity, and excellence. I always want to do the best that I can and produce work that I’m proud of. Sometimes I may take a little more time with something because I don’t want to put out work that isn’t high quality. I believe in doing things the right way and holding myself to a high standard. Family is also one of my most important values. I put my family at the forefront of everything I do and keep them top of mind whenever I’m working toward a goal. They are a major source of motivation for me, and when I’m striving to accomplish something, I always think about how it will impact and benefit my family.
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