Premium Auto Concierge Director for HNW Clients

RiseMe; New York (NY); On-site; USD 180,000 - 280,000; Full time

Job summary

Chase Auto Direct is seeking a Senior Leader to build and run a High Net Worth Auto Concierge capability that delivers a premium, scalable acquisition and financing experience for Chase and J.P. Morgan clients.

You will design an operating model with controlled underwriting authority, partner engagement across underwriting, risk, legal, product, analytics, and dealer channels, and drive improved conversion, funding, and client satisfaction.

Qualifications

• Significant experience in consumer lending, auto finance, underwriting, or premium servicing.
• Deep understanding of underwriting processes, documentation, fulfillment workflows, and controls.
• Proven track record leading complex cross-functional initiatives.
• Experience building or managing high-touch service models and escalation teams.
• Strong business acumen linking client experience to conversion and revenue.
• Executive presence with ability to influence senior stakeholders.
• Sound judgement balancing client experience, risk, and controls.
• Experience building high-performing teams and repeatable operating routines.
• Strong analytical orientation with dashboards, metrics, and governance.
• Excellent written and verbal communication for executive updates.
• Ability to operate in ambiguity and scale processes in a controlled environment.

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.

Job description

Chase Auto Direct is seeking a Senior Leader to build and run a High Net Worth Auto Concierge capability that delivers a premium, scalable acquisition and financing experience for Chase and J.P. Morgan clients.

You will design an operating model with controlled underwriting authority, partner engagement across underwriting, risk, legal, product, analytics, and dealer channels, and drive improved conversion, funding, and client satisfaction.