Senior Mortgage Servicing Specialist

JPMorganChase; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

JPMorganChase in Jacksonville, FL seeks an Account Specialist IV - Mortgage to support customers through life-event servicing, loss mitigation, and interaction with investors and lenders. You will help homeowners navigate documents, keep cases on track, and communicate decisions with clarity and empathy.

In this role you will work with Underwriting, Loss Mitigation, Bankruptcy, and other teams to resolve delinquencies, arrange payment options, and ensure regulatory compliance while delivering

Qualifications

• Understanding of FDCPA, TCPA and TILA as they apply to mortgage servicing.
• Demonstrated ability to build and maintain positive client relationships.
• Strong listening skills and problem-solving abilities.
• Ability to work across teams to enhance customer experience and process efficiency.
• Attention to detail, organization, and ability to multi-task while following policies.
• Ability to absorb complex information and apply it to customer needs under pressure.
• High School diploma.

Responsibilities

• Serve as the primary contact for customers and approved third parties during the life event process.
• Respond to inquiries regarding mortgage servicing transactions and handle inbound/outbound calls to address delinquency.
• Explain loss mitigation options and documentation requirements to customers.
• Assist customers with documents to ensure complete and accurate processing.
• Communicate underwriting decisions and next steps, monitoring customer adherence.
• Maintain ongoing communication with internal partners throughout the process.

Skills

FDCPA

TCPA

TILA

Client relationships

Verbal communication

Written communication

Time management

Multi-tasking

Regulatory knowledge

Education

High School diploma

College degree

Job description

JPMorganChase in Jacksonville, FL seeks an Account Specialist IV - Mortgage to support customers through life-event servicing, loss mitigation, and interaction with investors and lenders. You will help homeowners navigate documents, keep cases on track, and communicate decisions with clarity and empathy.

In this role you will work with Underwriting, Loss Mitigation, Bankruptcy, and other teams to resolve delinquencies, arrange payment options, and ensure regulatory compliance while delivering