Home Lending Client Care Specialist IV

Job Description
If you're passionate, curious and ready to make an impact, we're looking for you to help us grow our businesses for the future.
As a Home Lending Client Care Specialist IV within our customer service team, you will be responsible for providing an outstanding customer experience throughout the loan process. This includes guiding customers, requesting additional documentation, following up on conditions, and effectively communicating loan terms and conditions. You will also handle a pipeline of conventional refinance and purchase loans, ensuring smooth communication and resolution of any issues. Your focus on customer service will be crucial in delivering best in class service.
The Client Care Specialist is responsible for guiding the customer throughout the loan process which may include requesting any additional documentation, following up on the conditions needed and answering any customer questions along the way. The Client Care Specialist is responsible for effectively communicating the terms and conditions of the loan approval which may include but is not limited to the loan program, terms, conditions, and fees.
The Client Care Specialist may carry a pipeline of conventional refinance and purchase loans beginning with the initial conditional approval through until the final underwriting approval. The Client Care Specialist will contact the customer after the loan has been conditionally approved, upon final approval and all the follow up calls in between. The discussions may involve but is not limited to the discussion of structure of the conditional approval, the review and request for outstanding conditions or documentation as well as discussing next steps in the process.
Job Responsibilities

• Constant focus on customer service throughout the process that leads to delivering best in class service.
• Contact the customer after the loan has been conditionally approved and final approval, and all the follow up calls in between. The discussions may involve but is not limited to the discussion of structure of the conditional approval, the review and request for outstanding conditions/documentation as well as discussing next steps in the process.
• When information is needed from the customer to complete any action item, the CCS calls the customer/co-customer to obtain the necessary information or documentation.
• Responsible to update the information in the system of record as well as keep up to date and accurate communication logs ensuring a smooth downstream process for the customer.
• Contact the customer to discuss the final terms and conditions of the loans as well as discuss any questions. Discuss a proposed time frame the loan signing.
• Immediately address all issues and concerns raised by the customer and involve the Mortgage Banker when appropriate.
• Escalate as appropriate any issues or concerns to your team manager when applicable.
• Work daily priorities as assigned by the system ensuring timely completion of tasks.

Required Qualifications, Skills and Capabilities

• 5+ years client/customer service experience required.
• 5+ years mortgage processing or underwriting working experience in conventional preferred.
• Experience in handling Purchase and Refinance loans as a Client Care Specialist
• High school diploma or equivalent required
• Effectively utilizes all tools such as priority reports, call reviews, and/or loan originations system.
• Strong troubleshooting and problem-solving skills.
• Proposes solutions to problems and utilizes all available resources (Mortgage Banking Guide Team, Service Level Agreements, etc.).
• Effectively prioritizes their workload with ability to multi-task.
• Excellent written and verbal communication skills.
• Ability to communicate clearly and concisely while being aware of their audience.
• Ability to explain underwriting conditions to our customers

Preferred Qualifications:

• 5+ years mortgage processing or underwriting working experience in conventional preferred.
• Bachelor's degree preferred
• Previous call center experience preferred. Will manage a mix of inbound and outbound calls in a fast paced, high call volume environment.

This position is subject to the Dodd Frank/Truth in Lending Act qualification requirements for Loan Originators. As such, an employment offer for this position is contingent on JPMC's review of your criminal conviction history, credit report, information available through NMLS, and any other information relevant to a determination by JPMC that you demonstrate financial responsibility, good character, and general fitness for the position. Note that any felony conviction within the last seven years will disqualify you from consideration for this position. Your continued employment in this position would be contingent upon compliance with Truth in Lending Act/Dodd Frank Loan Originator requirements.
In addition, this position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. As such, upon active employment with JPMorgan Chase, you will be required to either register on NMLS, or to update your employer to JPMorgan Chase. Your continued employment in this position with JPMorgan Chase is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date, and timely completion of annual renewal and required updates thereafter.
Any information obtained during the registration, update, and renewal processor through NMLS notifications may impact your employment with the firm. Any of the completed information you provide during the Chase on-line application process may be transferred, on your behalf, to NMLS by JPMorgan Chase. Please carefully review the information you provide to Chase for accuracy and consistency and with any current NMLS record, if applicable, before submitting. Further information about NMLS and registration requirements of registration can be found at: http://mortgage.nationwidelicensingsystem.org/SAFE/Pages/default.aspx.
Internal Application Eligibility Requirements
TENURE:

• Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

• Meets satisfactory performance standards as defined by the firm

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard . You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's HR Policies and Guidelines.
Consult your Manager for any specific guidelines for your line of business or if you're unsure about your eligibility for an internal application.
Make sure your profile is updated in the new me@jpmc > Hiring and discuss internal mobility plans with your Manager at the soonest time possible. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.
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 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 Team
Our 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.