Loan Servicing Supervisor

Job Description
Job Description
Role Summary:
As a Loan Servicing Supervisor, you are a trusted member of the team and deeply connected, you are expected to deliver an excellent client experience and help with growth and success for all clients and Loan Servicing Specialist. You primarily provide operational support for Loan Servicing Specialist extended to borrowers. This is a client facing role with direct contact with borrowers, property managers, and business partners while performing Loan Servicing facets. In this role, you will serve to help research and solve issues for our Commercial Term Lending clients. Communicate through Zoom, email, and phone to build strong relationships and provide a level of service that JP Morgan Chase customers have learned to expect.
Job Responsibilities:

• Maintain a high level of knowledge of products, loan types, and services
• As a backup, answer incoming calls from internal and external clients and document systems for every client interaction with emphasis on high quality, professional service and one call resolution. Perform outbound calls/ courtesy calls to clients
• Support specialists in daily tasks
• Resolve complex process queries, escalations, client complaints and operational challenges.
• Perform additional duties as assigned by the Management
• Function as the main subject matter expert
• Support operational projects and drive continuous improvement efforts with the team including data analysis and day to day performance reporting.
• Ability to prioritize multiple tasks under pressure and ensure timely delivery of tasks.
• Track and calculate complex issues
• Coach behaviors for a success
• Create, complete reporting as needed
• Investigate root causes of process inefficiencies and make proposals on opportunities for process improvement.
• Take ownership, act with a sense of urgency and exceed expectations by over-communicating.
• Interact with other teams to collaborate and problem-solve
• Be empowered to initiate change to further drive superior service improvements and product offerings.
• Adhere to the department policies and procedures for client requests.
• Work independently and in a team environment to maximize productivity in a most efficient manner.
• Exhibit a positive, can-do attitude

Required Qualifications, Skills and Capabilities:

• 3+ years of experience in customer service, operations, or call center environment
• A strong aptitude for strategic thinking and tactical execution
• Ability to manage concurrent assignments in an effective, efficient, and organized manner
• Strong analytical, problem solving and proven decision-making skills
• Excellent organizational skills and the ability to manage, prioritize, work under pressure, and meet tight deadlines
• Excellent verbal and written communications skills; able to effectively communicate clearly and concisely
• Strong interpersonal and influencing skills, with the ability to establish credibility and strong partnership with senior business and control partners
• Ability to use data to create metrics and reporting
• Proficient in MS Office (Excel, PowerPoint, Word)

Preferred Qualifications:

• College degree
• Previous banking or financial service industry work experience

About Us
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and 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.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
About the Team
Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations.