Bilingual Mortgage Processor II - Spanish/English

JPMorganChase; Metro Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

JPMorganChase in the Philippines is seeking a Client Care Specialist within the Customer Experience Team to guide customers through the loan process, request documents, and explain loan terms and fees. You will manage a pipeline of government and conventional loans from conditional approval to underwriting.

Candidates should be fluent in Spanish and English, have strong customer service experience, and be able to explain underwriting conditions clearly.

Qualifications

• Must be fluent in both Spanish and English, with excellent verbal and written communication skills in both languages.
• Extensive customer service experience.
• High school diploma or equivalent.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate clearly and concisely while being aware of their audience.
• Ability to explain underwriting conditions to our customers.

Responsibilities

• Focusing constantly on customer service throughout the process, leading to delivering best-in-class service.
• Contacting the customer after the loan has been conditionally approved and upon final approval, including all follow-up calls in between. Discussions may involve, but are not limited to, the structure of the conditional approval, the review and request for outstanding conditions/documentation, as well as discussing next steps in the process.
• Calling the customer/co-customer to obtain necessary information or documentation when needed to complete any action item.
• Updating the information in the system of record and maintaining up-to-date and accurate communication logs to ensure a smooth downstream process for the customer.
• Contacting the customer to discuss the final terms and conditions of the loans, addressing any questions, and proposing a time frame for the loan signing.
• Addressing immediately all issues and concerns raised by the customer and involving the Mortgage Banker when appropriate.
• Escalating any issues or concerns to your team manager when applicable.
• Working daily priorities as assigned by the system, ensuring timely completion of tasks.

Skills

Bilingual Spanish-English

Customer service

Communication skills

Mortgage processing knowledge

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Mortgage origination system

NMLS system

Job description

JPMorganChase in the Philippines is seeking a Client Care Specialist within the Customer Experience Team to guide customers through the loan process, request documents, and explain loan terms and fees. You will manage a pipeline of government and conventional loans from conditional approval to underwriting.

Candidates should be fluent in Spanish and English, have strong customer service experience, and be able to explain underwriting conditions clearly.