Mortgage Servicing Specialist: Customer Case Resolution

JPMorganChase; Metro Manila; On-site; PHP 420,000 - 620,000; Full time

Job summary

JPMorganChase in Manila is seeking a Mortgage Account Specialist to support customers through homeownership servicing events and document review. You will explain requirements, coordinate with internal teams, and keep timely updates in line with policy.

You will handle inquiries, guide on payment arrangements and loss mitigation where applicable, and contribute to process improvements to strengthen the customer experience.

Qualifications

• Knowledge of FDCPA, TCPA, TILA regulations applicable to mortgage servicing.
• Strong verbal and written communication, able to explain requirements clearly.
• Proven customer service skills and ability to build positive relationships.
• Strong active listening and ability to provide policy-aligned guidance.
• Excellent organizational and time management skills.
• Attention to detail and ability to follow policies and regulatory requirements.
• Ability to learn complex information and elevate issues appropriately.
• Ability to work under pressure in a fast-paced, customer-facing environment.
• High school diploma or equivalent.
• 3 years of mortgage servicing or home lending operations experience.
• 1 year of experience in a high-volume contact center or sales environment.
• College degree.

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

Verbal communication

Written communication

Customer service

Active listening

Organizational skills

Time management

Attention to detail

Regulatory knowledge

Learning agility

Stress management

Education

High school diploma

College degree

Job description

JPMorganChase in Manila is seeking a Mortgage Account Specialist to support customers through homeownership servicing events and document review. You will explain requirements, coordinate with internal teams, and keep timely updates in line with policy.

You will handle inquiries, guide on payment arrangements and loss mitigation where applicable, and contribute to process improvements to strengthen the customer experience.