Senior Mortgage Processor - FHA/VA & Purchases

Testing Site - JPMC; Jacksonville (FL); Sur place; USD 55 000 - 85 000; Plein temps

Résumé du poste

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

Responsabilités

• 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)

Connaissances

Customer obsession

Mortgage expertise

Fast-paced environment

Independent work

Team collaboration

Conflict resolution

Influencing & coaching

MS Office

Outils

MS Office

Description du poste

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.