Join a team that provides outstanding customer experience and issue resolution.
As a Spanish Bilingual Mortgage Processor II within Mortgage Operations, you guide customers through the loan process of home equity (HELOC) and refinance loans from conditional approval through final underwriting approval. You communicate outstanding conditions, documentation needs, and next steps in a clear, customer-friendly way. You maintain accurate loan updates and contact records in the loan processing system to support a smooth end-to-end experience. You partner with internal stakeholders (home lending advisors, underwriting, closing, PAG, etc) to resolve issues and escalate customer concerns when needed.
You'll play a hands-on role in helping customers move confidently through the home loan process-from document collection to final approval. In this role, you'll build trusted relationships through proactive updates, clear explanations, and thoughtful problem-solving. You'll also gain exposure to a high-volume operations environment with strong opportunities to deepen your mortgage knowledge and grow your career. If you enjoy structured work, customer conversations, and making complex steps feel simple, this role is for you.
Job Responsibilities: - Guide customers through the loan process from conditional approval through final underwriting approval
- Contact customers after conditional approval, upon final approval, and at key points in between to provide updates and set expectations
- Review loan conditions and request outstanding documentation to support timely underwriting decisions
- Explain loan terms, conditions, programs, and fees in a clear, respectful, customer-friendly manner
- Obtain required information and documentation from customers and co-customers to complete action items
- Update loan status, customer details, and communications in the loan processing system and maintain accurate contact logs
- Address customer questions, issues, and concerns promptly, involving the appropriate lending partner when needed
- Escalate risks, complaints, or complex cases to your manager following defined procedures
- Prioritize daily work from assigned queues to meet service level and quality expectations
Required qualifications, capabilities, and skills: - Must be fluent in both Spanish and English, with excellent verbal and written communication skills in both languages.
- Ability to manage multiple active loans and tasks while meeting deadlines and quality standards
- Strong customer service skills, including the ability to explain process steps and requirements clearly over the phone
- Experience gathering, reviewing, and tracking documentation with strong attention to detail
- Strong written communication skills for accurate, professional customer notes and contact logs
- Ability to handle sensitive customer information with discretion and follow data privacy requirements
- Proven problem-solving skills, including knowing when and how to escalate issues
- Comfort working in a process-driven environment with assigned queues and measurable service expectations
- Ability to meet any applicable licensing or registration requirements for the role (where required)
Preferred qualifications, capabilities, and skills: - Mortgage processing experience supporting home purchase, refinance, and home equity loans
- Familiarity with conditional approval and underwriting documentation workflows
- Experience handling high-volume customer contact and follow-ups in a regulated financial services environment
- Experience coordinating with internal partners (for example, lending or underwriting teams) to resolve loan conditions
- Experience improving customer experience through proactive updates and clear expectation-setting
- Preference will be given to candidates who can present a valid Philippine Passport and/or Driver's License prior to job offer or transfer.
Unique Requirements: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.
You are required to undergo a screening process and fingerprinting.
A valid Driver's License or Passport will be required, together with an NBI clearance (validity should cover at least 6 months from initial interview date).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 USJPMorganChase, 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.
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.
