Relationship Manager- Home Lending- Bilingual English & Spanish Required

Embark on a rewarding and challenging career as a Relationship Manager with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career. With highly supportive leadership and programs to foster growth and career mobility, your skills and capabilities can increase and be fine-tuned to make you more agile and versatile in reaching your career potential.

As a Relationship Manager- Home Lending in Mortgage Production and Servicing, you will be responsible for communicating and keeping customer apprised throughout the process by maintaining close communication with internal partners including but not limited to Underwriting, Bankruptcy, Loss Mitigation, Foreclosure, and Service Member Civil Relief Act (SCRA). Research and thinking outside of the box will be crucial as you look for solutions for clients.

• Operate in a dynamic call center environment by managing and responding to high volumes of inbound and outbound calls, ensuring personalized service for assigned accounts while also supporting team members by handling peer accounts as needed
• Respond to customer inquiries regarding mortgage loss mitigation options
• Explain Chase and investor-specific documentation requirements to the customer
• Manage customer requests concerning the loss mitigation process by acting as liaison with all necessary parties (e.g., Subject Matter Experts)
• Prepare customer's file for Underwriting: Reviews and perfects all documents provided by customer ensuring file is complete and accurate
• Communicate decisions from Underwriting/QA, including retention and liquidation options, and discuss next steps and monitor customer adherence and completion on trial payment plans
• Ensure that Final Modification documents are sent and returned timely and follow up on fulfillment and system maintenance processes to completion
• Abide by all applicable regulatory and department practices and procedures and build and maintain positive client relationships

• Must be fluent in English and Spanish
• Enhanced problem-solving skills to identify challenges and determine appropriate solutions
• Analytical skills to understand complex mortgage scenarios, review customer documents, and have and understanding of customer solutions
• Strong computer skills to effectively multi-task between multiple programs within a single customer interaction
• Self-motivated to research customer inquiries and raise potential solutions or areas of opportunity
• Provide an excellent Customer experience by providing the best-in-class service in knowledge, concern, helpfulness and courtesy and strong written and communication skills
• Detailed oriented to focus on all areas of the task(s) and able to prioritize tasks based on importance or urgency through time management

• 3+ years' of mortgage and sales/customer service experience
• Enhanced skills to be able to understand and comprehend mortgage business processes and be able to navigate through procedures independently
• Working knowledge of Microsoft office, internal systems used for default workflows, and other Line of Business related systems