Mortgage Process Specialist — HELOC & Refinance

JPMorgan Chase & Co.; Taguig; On-site; PHP 420,000 - 700,000; Full time

Job summary

JPMorgan Chase & Co. in the Philippines seeks a Mortgage Processor II within Mortgage Operations to guide customers through HELOC and refinance loans from conditional approval to final underwriting.

You will collect documents, communicate conditions, and maintain updates in the processing system, partnering with home lending advisors and underwriting to resolve issues. You will play a hands-on role in keeping customers moving smoothly through the loan process, delivering proactive updates, clear

Qualifications

• Willing to start in February 2027.
• Excellent verbal and written communication skills.
• Ability to manage multiple active loans and tasks while meeting deadlines and quality standards.
• Strong customer service skills; 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 customer notes and contact logs.
• Ability to handle sensitive customer information with discretion and data privacy compliance.
• Proven problem-solving skills; know when and how to elevate issues.
• Comfort working in a process-driven environment with assigned queues and measurable service expectations.
• Ability to meet licensing or registration requirements for the role (where required).

Responsibilities

• Guide customers through the loan process from conditional approval through final underwriting approval
• Provide updates and set expectations after conditional approval, upon final approval, and at key points in between
• Review loan conditions and request outstanding documentation to support timely underwriting decisions
• Explain loan terms, conditions, programs, and fees clearly and respectfully
• 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, escalating when needed
• Escalate risks, complaints, or complex cases to your manager following procedures
• Prioritize daily work from assigned queues to meet service level and quality expectations

Skills

Verbal & Written

Multitasking

Customer Service

Documentation Review

Data Privacy

Problem Solving

Process-driven

Licensing Compliance

Communication Clarity

Job description

JPMorgan Chase & Co. in the Philippines seeks a Mortgage Processor II within Mortgage Operations to guide customers through HELOC and refinance loans from conditional approval to final underwriting.

You will collect documents, communicate conditions, and maintain updates in the processing system, partnering with home lending advisors and underwriting to resolve issues. You will play a hands-on role in keeping customers moving smoothly through the loan process, delivering proactive updates, clear