Make an impact where performance, risk and controls, and customer experience intersect. In this role, you will lead people and partners through complex, high-stakes work that requires sound judgment and disciplined execution. You will help strengthen how we operate while improving consistency and results across internal teams and external providers. If you enjoy turning complexity into action and developing others, this role offers meaningful scope and visibility.
Job summaryAs a Vice President in the Card Collections Litigation team, you lead through others to deliver sustainable business outcomes while maintaining a strong control environment and a customer-focused approach. You oversee internal team members and manage relationships with external law firms to drive consistent execution. You collaborate across functions to identify improvements, manage risk, and support responsible decision-making.
Job responsibilities - Lead and coach internal team members, setting clear expectations and supporting development through regular feedback.
- Manage external law firm relationships to deliver consistent recoveries, efficient operations, and responsible customer outcomes.
- Analyze program performance and key drivers to identify opportunities and prioritize initiatives that improve results.
- Translate complex legal and operational issues into clear business decisions and practical execution plans.
- Identify root causes of performance or control gaps and implement sustainable process improvements.
- Promote an inclusive, accountable environment focused on continuous improvement and operational excellence.
- Champion customer experience considerations within strategies, policies, and partner interactions.
- Partner with Legal, Risk, Compliance, Controls, Operations, and other stakeholders to support well-controlled execution.
- Influence cross-functional partners and external counsel effectively, including in situations without direct authority.
- Prioritize across competing demands, maintaining momentum on multiple initiatives in a fast-moving environment.
- Travel periodically to support law firm oversight, relationship management, and business reviews (typically a few days approximately every other month).
Required qualifications, capabilities and skills - Experience in vendor or third-party management and in at least one of the following areas: collections, recovery, or litigation
- Demonstrated people-leadership experience, including coaching and developing others
- Ability to manage multiple priorities, organize work effectively, and consistently follow through on commitments
- Experience using data and insights to identify opportunities and drive measurable improvement in business performance
- Demonstrated ability to solve complex problems and move from analysis to execution
- Effective communication and relationship-management skills, with the ability to influence across levels and functions
- Ability to work effectively with attorneys and legal partners (a law degree is not required)
- Willingness and ability to travel periodically (generally a few days approximately every other month)
Preferred qualifications, capabilities and skills - Experience overseeing external law firms or outside counsel in a regulated environment
- Experience improving operational processes, controls, or customer experience outcomes in collections, servicing, or recoveries
- Experience leading change initiatives that simplify workflows and improve consistency across teams and partners
- Experience using structured problem-solving methods (e.g., root cause analysis) to drive sustainable improvements
- Experience leading teams through the adoption and utilization of AI-enabled analytics, workflow automation, or intelligent process tools to improve operational efficiency and accuracy, reduce manual effort, and support consistent, well-controlled execution through coaching, change adoption, and continuous improvement.
Additional information - Visa sponsorship is not available for this position.
- Work schedules will be full-time in office, on a 40-hour per week schedule.
ABOUT USChase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAMOur Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.
