Chase Auto is a leading provider of auto financing with a portfolio of more than $80 billion in assets and relationships with 75% of U.S. franchised automotive dealers. The business is part of the JPMorgan Chase franchise and serves auto dealers, consumers, and vehicle manufacturers. It offers a range of products and services to meet the financial needs of its clients from retail lending, captive financing, and floorplan products to cash management, private banking, and payment processing.
As the Executive Director, Chase Auto High Net Worth Concierge within Chase Auto Direct, you will lead the build-out and ongoing management of a new High Net Worth Auto Concierge capability that provides a premium, scalable, and controls-focused acquisition and fulfillment experience for high-value Chase and J.P. Morgan clients seeking auto financing. You will be responsible for designing and operating a dedicated concierge model that improves client experience, banker and partner engagement, application conversion, documentation quality, and funding execution while preserving independent underwriting authority and strong risk discipline. This role requires a senior leader with deep lending, underwriting, client service, operating model, and business management experience. You will be expected to operate across business, underwriting, risk, operations, legal, compliance, product, analytics, and client-channel partners to create a high-performing, measurable, and sustainable premium service model.
Job responsibilities
- Lead the design, launch, and scaling of the HNW Auto Concierge team within Chase Auto Direct, with explicit goals of funded-loan growth, higher conversion, and higher satisfaction for high-value buyers.
- Build a premium service model for high-value auto clients, including referral intake, eligibility triage, case assignment, documentation orchestration, underwriting handoff, funding coordination, and post-close follow-up.
- Establish a clear operating model that separates concierge execution from independent underwriting decisioning.
- Partner closely with Underwriting, Credit Risk, Operations, Legal, Compliance, Product, Digital, Finance, Chase Private Client, Wealth Management, Private Bank partners, and Dealer Services as appropriate.
- Define client eligibility tiers, referral channels, service standards, escalation protocols, and performance metrics.
- Create scalable processes, playbooks, SLAs, dashboards, and governance routines to support consistent execution.
- Manage and develop a high-performing team of concierge relationship managers, deal coordinators, channel liaisons, business analysts, and controls / quality partners.
- Drive measurable business impact, including improved conversion, faster cycle times, reduced underwriting rework, increased funded volume, stronger banker / advisor satisfaction, and enhanced client experience.
- Develop executive reporting for senior leadership, including performance trends, business impact, operational bottlenecks, risk indicators, and investment needs.
- Ensure the team operates with strong controls, fair and consistent client treatment, documentation quality, and adherence to applicable policies and procedures.
- Identify opportunities to automate intake, routing, status updates, reporting, and workflow management as the model scales; serve as the senior escalation point for complex, sensitive, or time-critical HNW auto financing requests.
Required Qualifications, Capabilities, and Skills
- Significant experience in consumer lending, auto finance, underwriting, credit operations, premium servicing, client coverage, or financial services operations.
- Strong understanding of underwriting processes, credit decisioning, documentation requirements, fulfillment workflows, and operational controls.
- Proven ability to lead complex cross-functional initiatives from strategy through execution.
- Demonstrated experience building or managing high-touch service models, complex client escalation teams, premium client support functions, or specialized fulfillment teams.
- Strong business acumen, including the ability to connect client experience improvements to conversion, funded volume, revenue, risk-adjusted returns, productivity, and relationship value.
- Executive presence and ability to influence senior stakeholders across business, risk, operations, legal, compliance, product, finance, and distribution channels.
- Strong judgment and ability to balance client experience, commercial outcomes, operational efficiency, risk discipline, and control requirements.
- Demonstrated ability to build teams, manage performance, coach talent, and create repeatable operating routines.
- Strong analytical orientation, including experience using dashboards, scorecards, funnel metrics, SLA reporting, and performance insights to manage a business.
- Excellent written and verbal communication skills, including experience preparing executive-level updates and governance materials.
- Ability to operate in ambiguity, design new capabilities, and scale processes in a controlled environment.
Preferred Qualifications, Capabilities, and Skills
- Experience in auto lending, direct-to-consumer lending, private client servicing, affluent / HNW client segments, dealer services, mortgage fulfillment, wealth-adjacent lending, or executive escalation management.
- Prior experience partnering with underwriting or credit risk teams in a regulated lending environment.
- Experience designing intake models, case management workflows, eligibility frameworks, escalation governance, or SLA-based service teams.
- Familiarity with Chase Private Client, J.P. Morgan Wealth Management, Private Bank, or other affluent / HNW client channels.
- Experience managing teams that support bankers, advisors, dealers, partners, or relationship managers.
- Experience with process improvement, automation, workflow tooling, CRM, or digital lending transformation.
- Strong understanding of fair lending, UDAAP, complaint escalation, operational risk, and control expectations in consumer financial services.
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.
