Client Specialist Customer Life Events

As a Home Lending Client Specialist within our dedicated support team, you will be tasked with providing personalized assistance to internal partners, third parties, and customers during significant Life Events such as marriage, divorce, name changes, customer death, successor in interest, and assumptions. Your role will involve navigating all necessary activities to resolve Customer Life event issues and respond to inquiries. You will also be responsible for educating customers on relevant products, services, or programs that can assist them during their life transitions, offering clear explanations and instructions while demonstrating empathy and compassion. The issues you may encounter can range from prime to nonprime mortgage loans, originations, home equity loans, and lines of credit.

Currently this is a hybrid (3 days in office / 2 days remote) role located in Plano TX but could change to require 5 days in office.

Job Responsibilities

• Serve as the primary contact for customers and approved third parties during the Customer Life event process; provide timely and empathic assistance to customers experiencing Life Events, including answering inquiries, addressing concerns, and offering solutions tailored to their individual circumstances. Including but not limited to investors and attorneys, trustees and courts.
• Provide timely and empathic assistance to customers, including answering inquiries regarding mortgage servicing transactions, addressing concerns, and offering solutions tailored to their individual circumstances.
• Handle inbound calls and place outbound calls. This position is 100% on phones during assigned shift. Phone adherence is measured for this role.
• Be responsible for explaining Chase and investor-specific documentation requirements to the Customer. Maintain accurate records of customer interactions, including details of Life Events, actions taken, and follow up requirements, to ensure continuity of support and compliance with regulations.
• Identify and resolve customer issues or conflicts related to Life Events.
• Maintain accurate records of customer interactions, including details of Life Events, actions taken, and follow up requirements, to ensure, actions taken and follow up requirements, to ensure continuity of support and compliance with regulations
• Stay informed about industry trends, best practices and emerging issues related to customer support and actively seek opportunities to enhance the customer experience and efficiency.
• Assists customer with understanding the documentation required of them to get transactions processed to make an informed decision.

Required Qualifications, Capabilities, and Skills

• Minimum of 3 years in Home Lending including but not limited to Assumptions,
• Customer Service, Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations.
• Knowledge of FDCPA, TCPA and TILA
• Minimum of one year experience in a high volume sales or customer contact center.
• Demonstrated excellent verbal and written communication skills.
• Must be detail oriented, organized and poses the ability to multi-task with a proven ability to follow policies, procedures, and regulatory requirements.
• Highly effective organization and time management skills. Ability to work well under pressure while multi-tasking to meet deadlines.

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.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans