Spanish Bilingual Mortgage Processor II

JPMorgan Chase & Co.; Manila; On-site; PHP 280,000 - 420,000; Full time

Job summary

JPMorgan Chase & Co. in Manila is seeking a Client Care Specialist to guide customers through the loan process from conditional approval to underwriting completion.

The role involves requesting documents, following up on conditions, explaining loan programs, terms and fees, and coordinating next steps with customers and mortgage teams. You will handle a pipeline consisting of government and conventional loans, perform follow-up calls, maintain accurate logs, and ensure timely communication.

Qualifications

• Must be fluent in both Spanish and English with excellent verbal and written communication in both languages.
• Extensive customer service experience.
• High school diploma or equivalent.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate clearly and concisely while being aware of the audience.
• Ability to explain underwriting conditions to customers.

Responsibilities

• Guide the customer throughout the loan process from conditional approval to final underwriting approval.
• Request additional documentation and follow up on outstanding conditions or documentation.
• Explain loan programs, terms, conditions, and fees to customers.
• Manage a pipeline of FHA/VA, conventional, and purchase loans.
• Engage with customers after conditional and final approvals, and during interim follow-ups.
• Update system records and maintain accurate communication logs.
• Discuss final terms and coordinate loan signing timing.
• Escalate issues to the Mortgage Banker or team manager as needed.
• Prioritize daily tasks to ensure timely completion.

Skills

Bilingual Spanish-English

Customer service

Communication skills

Problem solving

Education

High school diploma

Job description

Join a team that provides outstanding customer experience and issue resolution.

As a Client Care Specialist within the Customer Experience Team, you will be responsible for guiding the customer throughout the loan process, which may include requesting any additional documentation, following up on the conditions needed, and answering any customer questions along the way. You will effectively communicate the terms and conditions of the loan approval, including the loan program, terms, conditions, and fees. In this role, you will manage a pipeline of government (FHA/VA), conventional, and purchase loans from initial conditional approval through final underwriting approval. You will engage with customers after conditional approval, upon final approval, and with follow-up calls in between, discussing the structure of the conditional approval, reviewing and requesting outstanding conditions or documentation, and outlining next steps in the process.

Job 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.

Required Qualifications, Skills and Capabilities:

• Must be fluent in both Spanish and English, with excellent verbal and written communication skills in both languages.
• Extensive customer service experience.
• High school diploma or equivalent.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate clearly and concisely while being aware of their audience.
• Ability to explain underwriting conditions to our customers.

Preferred Qualifications, Skills and Capabilities

• Comprehensive mortgage processing or underwriting working experience in conventional financing.
• Bachelor’s degree.
• Previous call center experience. Will manage a mix of inbound and outbound calls in a fast-paced, high call volume environment.
• Effectively utilizes all tools such as priority reports, call reviews, and/or loan originations system.
• Proposes solutions to problems and utilizes all available resources (Mortgage Banking Guide Team, Service Level Agreements, etc.).
• Effectively prioritizes their workload with the ability to multi-task.
• Preference will be given to candidates who can present a valid Philippine Passport and/or Driver’s License prior to job offer or transfer.

This position is subject to the Dodd Frank/Truth in Lending Act qualification requirements for Loan Originators. As such, an employment offer for this position is contingent on JPMC's review of your criminal conviction history, credit report, information available through NMLS, and any other information relevant to a determination by JPMC that you demonstrate financial responsibility, good character, and general fitness for the position. Note that any felony conviction within the last seven years will disqualify you from consideration for this position. Your continued employment in this position would be contingent upon compliance with Truth in Lending Act/Dodd Frank Loan Originator requirements.

In addition, this position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. As such, upon active employment with JPMorgan Chase, you will be required to either register on NMLS, or to update your existing registration as necessary to grant access to and reflect your employment with JPMorgan Chase. Your continued employment in this position with JPMorgan Chase is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date, and timely completion of annual renewal and required updates thereafter.

Any information obtained during the registration, update, and renewal processes or through NMLS notifications may impact your employment with the firm. Any of the completed information you provide during the Chase on-line application process may be transferred, on your behalf, to NMLS by JPMorgan Chase. Please carefully review the information you provide to Chase for accuracy and consistency and with any current NMLS record, if applicable, before submitting. Further information about NMLS and registration requirements of registration can be found at: http://mortgage.nationwidelicensingsystem.org/SAFE/Pages/default.aspx.

Internal Application Eligibility Requirements

TENURE:

• Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

• Meets satisfactory performance standards as defined by the firm

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s Human Resource Policies and Guidelines.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.