Home Lending Account Specialist I

JPMorgan Chase & Co.; Columbus (OH); Hybrid; USD 38,000 - 54,000; Full time

Job summary

JPMorgan Chase & Co. in Columbus is seeking a Home Lending Account Specialist to deliver exceptional customer service for mortgage accounts.

You will handle high-volume inbound calls, address payments, escrow questions, and coordinate with internal specialists to find the right solutions while maintaining a compliant, ethical standard. You'll join a hybrid team, working 3 days in the office and 2 remote, with a focus on empathy, accurate documentation, and timely problem solving to support

Qualifications

• High School diploma/GED required.
• Minimum of one year of customer interaction or support, either by phone or face-to-face.
• Willing to work in an environment that requires 100% high volume phone-based customer interaction.
• Detail oriented with exceptional communication, interpersonal and problem solving skills.
• Proven ability to work effectively in a fast-paced environment.
• Ability to think strategically, understand the business objectives, and translate them into actionable items.

Responsibilities

• Own the customer experience from start to finish while treating customers with respect and displaying empathy.
• Inspires customer confidence through business knowledge, reliability, and making appropriate decisions on behalf of our customers quickly and effectively.
• Balance the competing responsibilities and goals of a metrics-driven environment.
• Demonstrate resiliency and extreme adaptability in a fast-paced environment.
• Navigate multiple technologies while staying engaged with our customers.
• Document customer account activities thoroughly and concisely.
• Demonstrates personal excellence including punctuality, reliability, integrity, and accountability.
• Approach problems logically and with good judgment to ensure the appropriate customer outcome.
• Leverages business knowledge, tools and resources to deliver results that meet all Regulatory, Compliance, quality standards and departmental practices.

Skills

Customer service

Strong communication

Problem solving

Attention to detail

Teamwork

Adaptability

Analytical skills

Education

High School diploma/GED

Job description

At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.

As a Home Lending Account Specialist within the Chase brand, you will be responsible for providing exceptional service by managing incoming calls from customers inquiring about their mortgage accounts. Being the primary point of contact, you will be thoroughly trained in the product to address any questions our customers might have, from simple payment inquiries to more complex issues such as escrow. You will collaborate with internal specialists to ensure our customers have access to experts for further assistance if needed. As a representative of the Chase brand, you will strive to deliver exceptional client service by assisting our customers throughout their mortgage needs, offering options and finding the right solutions. Our team members are dynamic, proactive, adaptable to change, maintain a positive attitude, continuously develop their skills, and contribute to achieving the organization's broader objectives.

JobResponsibilities

• Own the customer experience from start to finish while treating customers with respect and displaying empathy
• Inspires customer confidence through business knowledge, reliability, and making appropriate decisions on behalf of our customers quickly and effectively
• Balance the competing responsibilities and goals of a metrics-driven environment
• Demonstrate resiliency and extreme adaptability in a fast-paced environment
• Navigate multiple technologies while staying engaged with our customers
• Document customer account activities thoroughly and concisely
• Demonstrates personal excellence including punctuality, reliability, integrity, and accountability
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Leverages business knowledge, tools and resources to deliver results that meet all Regulatory, Compliance, quality standards and departmental practices
• Maintain the highest standards of honesty, fairness and ethics.May be exposed to confidential information
• Effectively prioritize work, critical thinking and exercise independent judgement to ensure efficiency

Required Qualifications, Capabilities, and Skills

• High School diploma/GED required
• Minimum of one year of customer interaction or customer support, either by phone or face-to-face
• Must be willing to work in an environment that requires 100% high volume phone-based customer interaction
• Detail oriented with exceptional communication, interpersonal and problem solving skills
• Proven ability to work effectively in a fast-paced environment
• Ability to think strategically, understand the business objectives,and translate them into actionable items
• Strong desire to learn and become better educated in the mortgage industry
• Demonstrated ability to work independently and as a member of a high performing team
• Maintain the highest standards of honesty, fairness and ethics.May be exposed to confidential information
• Intermediateanalytical, computer, and research skills

Work Schedules:

This is a hybrid (3 days in office / 2 days remote) role located in Columbus, subject to change. Work schedule will vary and specific information will be provided by the hiring manager and subject to change based on business needs.