Home Lending Mortgage Processor III

Testing Site - JPMC; Jacksonville (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

JPMorgan Chase in Jacksonville seeks a Client Care Specialist to guide customers through the loan process from initial conditional approval to final underwriting and closing. You will coordinate conditions, documentation, and next steps, ensuring a smooth borrower experience.

Responsibilities include proactive outreach, status updates, and collaboration with Sales, Underwriting, Support, and Operations to resolve issues and meet deadlines.

Qualifications

• 4 years of mortgage experience, with FHA and VA mortgages
• 3 years of customer service experience
• Proven ability to work in a fast-paced environment
• Proven track record delivering exceptional customer service
• Able to collaborate with management and senior leaders
• Skills in conflict resolution, change management, influencing, leadership and coaching

Responsibilities

• Own the customer experience for Chase-to-Chase refinances and outside lender refinances
• Educate and nurture customers through proactive outreach, including follow-ups and status updates during the loan process
• Learn industry best practices and identify how to apply them to drive customer results
• Act as an escalation point and expedite resolution for customers and internal partners
• Provide exceptional service to customers and internal and external partners
• Collaborate with Sales, Underwriting, Support, Operations and partners to deliver a seamless experience
• Understand Chase strategy and communicate outcomes to team members and partners
• Own the customer experience for purchase customers and ensure meeting 100% of closing dates
• Own counteroffer decisions and suspended loan decisions while finding pricing/program alternatives
• Take ownership of support functions (VVOE, WVOE, payoff processing, HOI, Flood, title review, credit supplement processing)

Skills

Customer obsession

Mortgage expertise

Fast-paced environment

Independent work

Team collaboration

Conflict resolution

Influencing & coaching

MS Office

Tools

MS Office

Job description

In this role you will carry a pipeline of government (FHA/VA), conventional, and purchase loans beginning with the initial conditional approval through the final underwriting approval. You will contact the customer after the loan has been conditionally approved, upon final approval, and with follow up calls in between. The discussions may involve, but are not limited to, the discussion of structure of the conditional approval, the review and request for outstanding conditions or documentation, as well as discussing next steps in the process.

Job Summary

As a Client Care Specialist within the loan processing 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.

Job Responsibilities

• Own the customer experience for Chase-to-Chase refinances and outside lender refinances
• Educate and nurture customers through proactive outreach, including delivery of follow- ups and status updates during the loan process
• Learn industry best practices, and identify how the solution can be leveraged to implement these practices to drive successful customer results
• Act as an escalation point and expedite resolution for our customers and internal business partners
• Provide exceptional service to customers, as well as our internal and external partners
• Work in collaboration with Sales, Underwriting, Support, Operations and all internal/external business partners to ensure the delivery of a seamless customer experience
• Understand Chase strategy and communicate valued outcomes to team members and partners
• Own the customer experience for purchase customers and ensure we meet 100% of contract closing dates
• Own counteroffer decisions and suspended loan decisions while finding pricing and program alternatives for our customers
• Take ownership of support functions within the process in an effort to move loans forward. These functions include but are not limited to: VVOE, WVOE, payoff processing, HOI, Flood, title review, and credit supplement processing

Required qualifications, capabilities, and skills

• Customer obsessed mentality
• Strong desire to learn and become better educated in the mortgage industry
• Proven ability to work effectively in a fast paced environment
• Demonstrated ability to work independently, and as a member of a high performing team
• Proven track record delivering exceptional customer
• Able to collaborate with an organization of all sizes associated with multiple levels, including but not limited to Management, Senior Management, Executive Directors, and Sr. Executive Directors
• Possess skills in conflict resolution, change management, influencing, leadership, and coaching
• Proficient in MS Office Suite
• 4 years of mortgage experience, with expertise and experience processing FHA and VA mortgages
• 3 years of experience in relevant Customer Service environment required

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.