19 days old

JPMorgan Chase & Co.
Newark, DE 19711
  • Job Code

Employee Customer Service Senior Specialist

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

Position Summary:

As an Employee Customer Service Senior Specialist, you will provide a high quality Human Resources service by responding to incoming calls from employees. The position requires excellent verbal and written communication skills and the desire and ability to assist employees with questions pertaining to the SAFE Act Registration Process.  Additionally, you will concentrate on validating and ensuring accuracy of data between JPMorgan Chase and the Federal Registry system in compliance with the SAFE Act. The SAFE Act requires that all Mortgage Loan Originators (MLO) register with the Nationwide Mortgage Licensing System (NMLS) before being able to perform all mortgage loan job functions.  


Essential Functions:

  • Respond to incoming calls involving questions, complaints, problems, etc. in an efficient and professional manner
  • Perform outbound calls and/or create outbound e-mails to MLOs who have not fulfilled federal registration requirements

  • Resolve inquiries requiring knowledge of the SAFE Act processes and requirements

  • Handle telephone calls promptly and courteously, meeting both volume and quality service standards using a pre-defined script for guidance

  • Use active listening skills in order to fully comprehend and document questions/issues

  • Perform validation of all data/information provided by an MLO in accordance with SAFE Act registration requirements and standards

  • Manage data validation issues, issue resolution research and follow through to obtain necessary information; ultimately maintaining compliance standards

  • Perform updates to records in NMLS as employee data and/or status changes occur

  • Provide additional support to Manager as well as within the department as necessary     

 Skills and Requirements:

  • 1-3 years relevant customer support and/or call center experience
  • Excellent written and verbal communication skills

  • Attention to detail and strictly adhering to standard operating procedures

  • Ability to learn and work in a fast paced environment

  • Superior customer service ethic, communication skills (written and verbal), interpersonal skills, and telephone etiquette

  • Familiarity with and ability to navigate computer pathways as needed in order to perform data entry and searches while discussing issues with customers

  • Strong organizational skills and ability to handle multiple tasks

  • Working knowledge and ability to learn technical skills (Microsoft Word, Excel, Outlook) and other applicable tools

  • Must be able to work independently

  • Knowledge of HR applications a plus (i.e., PeopleSoft and Business Objects)

  • Strong customer service skills with the ability to handle and resolve employee data related issues

  • Must be able to maintain a high degree of confidentiality

  • Must be able to effectively manage through peak volume periods

Req #: 200022717
Location: Newark, DE US
Job Category: Human Resources
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

Keyword: consumer%20banking


Posted: 2020-05-11 Expires: 2020-06-10

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JPMorgan Chase & Co.
Newark, DE 19711

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