Mortgage Account Specialist — Service & Resolution Expert

JPMorgan Chase & Co.; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

JPMorgan Chase & Co. in Manila is seeking a Mortgage account specialist to support homeownership transactions and resolve servicing cases. You will explain requirements, gather documentation, and coordinate with internal teams to progress cases accurately and efficiently.

You will act as a primary contact for customers and approved third parties, communicate decisions, and ensure updates comply with policy, regulatory requirements, and service standards in a fast-paced environment.

Qualifications

• Knowledge of applicable consumer financial regulations (FDCPA, TCPA, TILA) for mortgage servicing.
• Strong verbal and written communication skills.
• Demonstrated customer service skills with ability to build and maintain positive relationships.
• Strong active listening skills and ability to provide policy-aligned resolution guidance.
• Strong organizational and time management skills to manage multiple cases and deadlines.
• Strong attention to detail and ability to follow policies, procedures, and regulatory requirements.
• Ability to learn and apply complex information and elevate issues appropriately.
• Ability to work effectively under pressure in a fast-paced, customer-facing environment.
• High school diploma or equivalent.

Responsibilities

• Serve as a primary point of contact for customers and approved third parties throughout assigned servicing processes.
• Respond to customer inquiries and place inbound and outbound calls to progress servicing transactions and delinquency resolution efforts.
• Explain available customer pathways, including payment arrangements, retention options, and liquidation options, as applicable.
• Clearly communicate documentation requirements, timelines, and next steps to customers and approved third parties.
• Review customer-submitted documentation for completeness and accuracy, and identify missing or conflicting information.
• Coordinate with internal review partners to progress cases and resolve documentation or processing gaps.
• Communicate decisions and outcomes to customers and explain required actions following a decision.
• Monitor adherence to required customer actions and follow up to support timely completion of the process.
• Maintain accurate case notes and status updates in designated systems.
• Identify process gaps and recommend improvements that support operational effectiveness and customer experience.

Skills

Regulatory knowledge

Customer service

Communication

Active listening

Time management

Attention to detail

Policy compliance

Work under pressure

Education

High school diploma

College degree

Tools

CRM systems

Job description

JPMorgan Chase & Co. in Manila is seeking a Mortgage account specialist to support homeownership transactions and resolve servicing cases. You will explain requirements, gather documentation, and coordinate with internal teams to progress cases accurately and efficiently.

You will act as a primary contact for customers and approved third parties, communicate decisions, and ensure updates comply with policy, regulatory requirements, and service standards in a fast-paced environment.