Mortgage Quality Specialist III – Call & Compliance Coach

JPMorgan Chase Bank, N.A.; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

JPMorgan Chase Bank, N.A. in the Philippines seeks a Quality Specialist III within the Sales Support Team to monitor customer phone interactions, applying quality checklists to elevate service standards and ensure compliance with US banking laws and policies.

You will listen to Home Lending Advisor calls, deliver detailed feedback to Lending Managers, and participate in calibration sessions to sustain best practices, accuracy, and risk controls across the lending process.

Qualifications

• Minimum 2 years of experience in mortgage loan closing, support, underwriting, or communications roles.
• Demonstrated proficiency in hosting leadership sessions, creating PowerPoint presentations, and providing valuable verbal and written feedback.
• Proven expertise in process improvement, with the ability to identify opportunities and implement effective solutions.
• Experience in voice function or call monitoring.
• Must be a CSA passer if not CCI trained.
• Willingness to work on shifting schedules.

Responsibilities

• Monitor and evaluate customer phone interactions with US Home Lending Advisors using established quality checklists and job aids.
• Listen to Home Lending Advisor calls and provide Lending Managers with detailed feedback to support effective coaching sessions.
• Facilitate calibration sessions with US Academy, CSAT Teams, Lending Managers, and Senior Lending Managers to ensure consistent service quality and best practices.
• Help maintain the firm's compliance with US Banking Laws, Policies, and regulations, contributing to the protection of the bank's reputation.
• Support continuous improvement initiatives by identifying areas for service enhancement and sharing.

Skills

Communication skills

PowerPoint presentations

Verbal feedback

Process improvement

Call monitoring

Tools

Microsoft Office

Job description

JPMorgan Chase Bank, N.A. in the Philippines seeks a Quality Specialist III within the Sales Support Team to monitor customer phone interactions, applying quality checklists to elevate service standards and ensure compliance with US banking laws and policies.

You will listen to Home Lending Advisor calls, deliver detailed feedback to Lending Managers, and participate in calibration sessions to sustain best practices, accuracy, and risk controls across the lending process.