Home Lending Account Specialist I

JPMorgan Chase & Co.; Tempe (AZ); Hybrid; USD 42,000 - 54,000; Full time

Job summary

JPMorgan Chase & Co. in Tempe, AZ, is hiring a Home Lending Account Specialist to handle high-volume inbound mortgage inquiries and provide accurate, empathetic solutions.

You will serve as the frontline contact for customers, addressing payments, escrow questions, and related account issues. Collaborating with internal specialists, you will deliver compliant, high-quality service while promoting appropriate product options.

Qualifications

• High School diploma or GED is required.
• Minimum of one year of customer interaction or support, by phone or in person.
• Willingness to work in a 100% high-volume phone-based environment.
• Strong communication, interpersonal and problem-solving skills.
• Ability to thrive in a fast-paced environment.
• Strategic thinking and translation of objectives into actions.
• Desire to learn and grow in mortgage knowledge.
• Independent and team-oriented work style.
• Honesty, fairness and ethics under confidentiality.

Responsibilities

• Own the customer experience from start to finish with empathy and respect.
• Build customer confidence through knowledge and reliable decisions.
• Operate in a metrics-driven environment with balance and focus.
• Demonstrate resiliency and adaptability in a fast-paced setting.
• Navigate multiple technologies while staying engaged with customers.
• Document customer account activities clearly and thoroughly.
• Maintain high standards of integrity and ethics in all dealings.
• Prioritize work and exercise independent judgment for efficient outcomes.
• Ensure compliance with regulatory, quality and departmental standards.

Skills

Customer interaction

Communication skills

Problem solving

Detail oriented

Independent work

Teamwork

Adaptability

Ethics

Regulatory awareness

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 Tempe, subject to change.Work schedule: specific information will be provided by the hiring manager and subject to change based on business needs.