Help customers navigate important moments in their homeownership journey. In this role, you’ll provide high-quality mortgage servicing support and clear guidance on requirements and next steps. You’ll partner with internal teams to progress cases accurately and efficiently. You’ll also contribute to process improvements that strengthen the customer experience. If you enjoy problem solving in a customer-focused, fast-paced environment, this opportunity is for you.
Job summaryAs a Mortgage account specialist in a mortgage servicing support team (TBD), you will support customers and approved third parties through mortgage servicing life-event transactions and account resolution activities. You will explain requirements, coordinate and review documentation, and communicate decisions and next steps throughout the process. You will use sound judgment to escalate issues appropriately while maintaining accurate, timely updates in line with policies and regulatory requirements.
Job responsibilities- Serve as a primary point of contact for customers and approved third parties (e.g., attorneys, trustees, courts, investors) throughout assigned servicing processes
- Respond to customer inquiries and place inbound and outbound calls to progress servicing transactions and delinquency resolution efforts
- Explain available customer pathways, including payment arrangements, retention options, and liquidation options, as applicable
- Clearly communicate documentation requirements, timelines, and next steps to customers and approved third parties
- Review customer-submitted documentation for completeness and accuracy, and identify missing or conflicting information
- Coordinate with internal review partners to progress cases and resolve documentation or processing gaps
- Communicate decisions and outcomes to customers and explain required actions following a decision
- Monitor adherence to required customer actions and follow up to support timely completion of the process
- Maintain accurate case notes and status updates in designated systems
- Identify process gaps and recommend improvements that support operational effectiveness and customer experience
- Knowledge of applicable consumer financial regulations for customer contact and mortgage servicing work (e.g., Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), Truth in Lending Act (TILA))
- Strong verbal and written communication skills, including the ability to explain requirements and decisions clearly
- Demonstrated customer service skills with the ability to build and maintain positive working relationships
- Strong active listening skills and the ability to provide appropriate, policy-aligned resolution guidance
- Strong organizational and time management skills, with the ability to manage multiple cases and deadlines
- Strong attention to detail and the ability to follow policies, procedures, and regulatory requirements
- Ability to learn and apply complex information and escalate issues appropriately
- Ability to work effectively under pressure in a fast-paced, customer-facing environment
- High school diploma or equivalent
- 3 years of experience in mortgage servicing or home lending operations (e.g., assumptions, customer service, loss mitigation, underwriting support, foreclosure support, bankruptcy support, loan originations)
- 1 year of experience in a high-volume customer contact center or sales environment
- College degree
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
Skills Required
- Knowledge of applicable consumer financial regulations, including FDCPA, TCPA, and TILA
- Strong verbal and written communication skills
- Customer service and relationship-building skills
- Strong active listening and policy-aligned resolution skills
- Strong organizational and time management skills
- Strong attention to detail and ability to follow policies and regulatory requirements
- Ability to learn complex information and escalate issues appropriately
- Ability to work under pressure in a fast-paced, customer-facing environment
- High school diploma or equivalent
- Three years of mortgage servicing or home lending operations experience
- One year of experience in a high-volume customer contact center or sales environment
- College degree
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Health coverage is considered comprehensive, including medical, dental, and vision, alongside wellness and mental health resources. Some locations add onsite health centers and related wellbeing support.
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Retirement Support — Retirement offerings include a 401(k)-type savings plan and related financial benefits, with options such as employee stock purchase participation. Financial planning resources are also highlighted to support long-term savings.
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Parental & Family Support — Paid parental leave of 16 weeks for birth or adoption is available for all parents. Child care and back-up child care resources further reinforce family support.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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