Mortgage Loan Specialist II — Customer Experience Focus

Testing Site - JPMC; Metro Manila; On-site; PHP 446,000 - 714,000; Full time

Job summary

JPMorgan Chase in the Philippines is seeking a Mortgage Processor II to guide customers through the loan process, request documentation, and answer questions. You will manage pipelines for government (FHA/VA), conventional, and purchase loans from initial conditional approval to final underwriting.

You will contact customers after conditional and final approvals, review conditions, discuss next steps, and maintain timely communication logs.

Qualifications

• Extensive customer service experience.
• High school diploma or equivalent.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication 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

Customer service

Communication

Troubleshooting

Audience-aware communication

Underwriting explanations

Education

High school diploma or equivalent

Bachelor’s degree

Job description

JPMorgan Chase in the Philippines is seeking a Mortgage Processor II to guide customers through the loan process, request documentation, and answer questions. You will manage pipelines for government (FHA/VA), conventional, and purchase loans from initial conditional approval to final underwriting.

You will contact customers after conditional and final approvals, review conditions, discuss next steps, and maintain timely communication logs.