Spanish Bilingual Mortgage Processor II

JPMorgan Chase & Co.; Metro Manila; On-site; PHP 223,200 - 334,800; Full time

Job summary

JPMorgan Chase & Co. is seeking a Client Care Specialist to provide outstanding customer experience and navigate customers through the loan process. The ideal candidate will engage with customers post-approval and manage documentation effectively.

Qualifications include fluency in Spanish and English, along with strong customer service and problem-solving skills. The role is highly interactive and requires proactive communication to ensure a smooth customer journey.

Qualifications

• Fluent in both Spanish and English with excellent communication skills.
• Ability to explain underwriting conditions to customers.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Guide customers throughout the loan process.
• Contact customers after loan approval and discuss next steps.
• Update information in the system and maintain communication logs.

Skills

Fluency in Spanish and English

Extensive customer service experience

Strong troubleshooting and problem-solving skills

Education

High school diploma or equivalent

Bachelor’s degree

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.nationwidelicensystem.org/SAFE/Pages/default.aspx.