As a Client Care Specialist you will be 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.
In this role you will carry a pipeline of government (FHA/VA), conventional, and purchase loans beginning with the initial conditional approval through the final underwriting approval. You will contact the customer after the loan has been conditionally approved, upon final approval, and with follow up calls in between. The discussions may involve, but are 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.
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Client Care Specialist III Responsibilities
- Own the customer experience for Chase-to-Chase refinances and outside lender refinances
- Establish yourself as the trusted and strategic team member to drive continued value for the customer
- Educate and nurture customers through proactive outreach, including delivery of follow- up's and status updates during the loan process
- Focus on day-to-day production
- Learn industry best practices, and identify how the solution can be leveraged to implement these practices to drive successful customer results
- Work with customers to identify success stories and areas of opportunity to promote process improvement across the industry
- Act as an escalation point and expedite resolution for our customers and internal business partners
- Provide exceptional service to customers, as well as our internal and external partners
- Work in collaboration with Sales, Underwriting, Support, Operations and all internal/external business partners to ensure the delivery of a seamless customer experience
- Act as the champion for the customer; be a true advocate for the customer and work cross-departmentally with internal groups at all levels, including Senior Management to triage, and resolve customer issues
- Understand Chase strategy and communicate valued outcomes to team members and partners
- Own the customer experience for purchase customers and ensure we meet 100% of contract closing dates
- Be a subject matter expert with a proven ability to handle mortgage transactions with condo and coop property types
- Own counteroffer decisions and suspended loan decisions while finding pricing and program alternatives for our customers
- Take ownership of support functions within the process in an effort to move loans forward. These functions include but are not limited to: VVOE, WVOE, payoff processing, HOI, Flood, title review, and credit supplement processing
- Establish yourself as the trusted and strategic team member to drive continued value for the customer
- Provide white glove customer service to our employee and Chase Private Client customers
Qualifications
- Customer obsessed mentality
- Strong desire to learn and become better educated in the mortgage industry
- Proven ability to work effectively in a fast paced environment
- Demonstrated ability to work independently, and as a member of a high performing team
- Proven track record delivering exceptional customer
- Able to collaborate with an organization of all sizes associated with multiple levels, including but not limited to Management, Senior Management, Executive Directors, and Sr. Executive Directors
- Ability to think strategically, understand the business objectives, and translate them into actionable items
- Possess skills in conflict resolution, change management, influencing, leadership, and coaching
- Successful track record of meeting and/or exceeding quarterly and annually targets
- Proficient in MS Office Suite
- Advanced communication, problem solving, analytical, computer, and research skills
- High school diploma or equivalent is required, bachelor's degree preferred
- 4 years of mortgage experience required, with expertise and experience processing FHA and VA mortgages
- 3 years of experience in relevant Customer Service environment required
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 existing registration as necessary to grant access to and reflect your employment with 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 processes or 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.
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 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.