Anti-Money Laundering/Know Your Customer – Vice President

You will lead a team responsible for delivering clear, well-supported financial-crime risk reviews and recommendations. You’ll set expectations for quality, timeliness, and consistency, and you’ll partner with key stakeholders to ensure outcomes are defensible and aligned to applicable requirements. This role is ideal for a leader who can coach reviewers, manage priorities, and continuously improve processes and controls.

As an AML/KYC Customer Escalations Manager, Vice President, you will oversee the production of risk reviews and guide the team’s adherence to applicable requirements and frameworks. You will manage performance against production targets, service levels, and quality thresholds while reinforcing clear writing, evidence-based conclusions, and consistent decisioning. You will partner with quality, governance, and investigation stakeholders to resolve issues, remove blockers, and improve end-to-end execution.

Job responsibilities 

• Lead and manage a team reviewing customer cases and assessing financial-crime risk for customers and related parties.
• Set clear expectations for review quality, including evidence-based analysis, traceable rationale, and consistent decisioning.
• Monitor and manage performance to achieve production goals, service levels, and quality thresholds.
• Coach and develop team members through regular one-on-ones, feedback, and structured performance support when needed.
• Establish team routines (team meetings, case discussions, calibration) to align priorities and reduce rework.
• Review and approve escalated cases and decisions as required and ensure documentation is complete and defensible.
• Partner with quality control, governance, approval stakeholders, and investigation partners to support timely case outcomes.
• Identify trends, perform root-cause analysis, and drive actions that improve quality, controls, tools, and processes.
• Escalate issues appropriately and support remediation efforts through sustainable fixes.
• Provide updates, insights, and ad hoc support to senior management as requested.
• Maintain current knowledge of relevant regulatory and role-specific requirements and apply them consistently in team execution.

Required qualifications, capabilities, and skills 

• Equivalent experience required; bachelor’s degree 
• People-management experience or comparable leadership experience.
• Experience making risk-based decisions in an operational, risk, compliance, controls, audit, or quality environment.
• Strong problem-solving, critical-thinking, and analytical skills.
• Strong written and verbal communication skills, including ability to guide and quality-check presentation-ready materials.
• Demonstrated ability to prioritize and manage multiple concurrent deliverables and stakeholder requests.
• Demonstrated ability to identify trends and root causes and translate findings into actionable improvements.
• Strong judgment, professionalism, and integrity.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).

Preferred qualifications, capabilities, and skills 

• Subject-matter expertise in AML/KYC risk and financial-crime typologies.
• Working knowledge of relevant financial-crime regulatory obligations applicable to the role (e.g., Bank Secrecy Act, USA PATRIOT Act).
• Experience in a customer escalations, investigations, or enhanced due diligence environment.
• Familiarity with consumer and small business banking products and customer profiles.

About Us

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. 

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.