CCB - Home Lending - Head Of Affluent - Executive Director

Home Lending is planning to increase its presence in the affluent segment by improving its value proposition to affluent clients and providing a differentiated customer experience in this segment. The Head of Affluent role is responsible for developing and executing against affluent strategy, including assessment of customer experience opportunities, developing innovative insights based on internal and external data and overseeing design and implementation of new products and enhanced service model. The role will report to Head of Centralized Sales. The scope of the role will cover all of Home Lending, including originations and servicing, and require extensive interactions with senior leaders and other partners across multiple functions in Home Lending (e.g., Channel leads, Product, Risk, Marketing, Finance) as well as other Chase businesses (e.g., Wealth Management, Consumer Bank).

Responsibilities will include:

• • Lead initiatives to improve end-to-end experience for affluent clients across home lending originations and servicing
  • Understand affluent client's home lending needs and service expectations to define target client experience
  • Lead design and implementation of operating model changes (e.g., process improvements) to deliver target client experience
  • Monitor industry trends and competition as it relates to lending to affluent clients (e.g., product guidelines, service models)
  • Enhance financial advisor (FA) and Banker experience & drive FA and Banker engagement
  • Manage segment performance including production, deepening our share of affluent segment, throughput/close rate, and customer satisfaction
  • Partner with channel leaders and operations executives as well as cross-functional teams (e.g., Product, Transformation, Marketing) to drive progress
  • Collaborate with other businesses (e.g., Consumer Bank, Wealth Management, Private Bank) to provide the best end-to-end client experience
  • Partner with other businesses on financial modeling to support business cases for offers, support models

Chase 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.

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