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.
Client Care Specialist III Responsibilities
Own the customer experience for Chase-to-Chase refinances and outside lender refinancesEstablish yourself as the trusted and strategic team member to drive continued value for the customerEducate and nurture customers through proactive outreach, including delivery of follow- up’s and status updates during the loan processFocus on day-to-day productionLearn industry best practices, and identify how the solution can be leveraged to implement these practices to drive successful customer resultsWork with customers to identify success stories and areas of opportunity to promote process improvement across the industryAct as an escalation point and expedite resolution for our customers and internal business partnersProvide exceptional service to customers, as well as our internal and external partnersWork in collaboration with Sales, Underwriting, Support, Operations and all internal/external business partners to ensure the delivery of a seamless customer experienceAct 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 issuesUnderstand Chase strategy and communicate valued outcomes to team members and partnersOwn the customer experience for purchase customers and ensure we meet 100% of contract closing datesBe a subject matter expert with a proven ability to handle mortgage transactions with condo and coop property typesOwn counteroffer decisions and suspended loan decisions while finding pricing and program alternatives for our customersTake 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 processingEstablish yourself as the trusted and strategic team member to drive continued value for the customerProvide white glove customer service to our employee and Chase Private Client customers
Qualifications
Customer obsessed mentalityStrong desire to learn and become better educated in the mortgage industryProven ability to work effectively in a fast paced environmentDemonstrated ability to work independently, and as a member of a high performing teamProven 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 DirectorsAbility to think strategically, understand the business objectives, and translate them into actionable itemsPossess skills in conflict resolution, change management, influencing, leadership, and coachingSuccessful track record of meeting and/or exceeding quarterly and annually targetsProficient in MS Office SuiteAdvanced communication, problem solving, analytical, computer, and research skillsHigh school diploma or equivalent is required, bachelor's degree preferred4 years of mortgage experience required, with expertise and experience processing FHA and VA mortgages3 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.