19 days old

JPMorgan Chase & Co.
Jacksonville, FL 32202
  • Job Code

Client Care Specialist - Centralized Sales - Columbus/Jacksonville/Phoenix/Milwaukee

Job Description

Production Operations supports Home Lending Originations by facilitating the transition of a loan to closure.


Position Overview:

The Client Care Specialist (CCS) is responsible for guiding the customer throughout the process which will include requesting documentation, following up on conditions and effectively communicating terms and conditions. 


In addition, CCS is responsible for hitting CSAT, Cycle time, compliance and production goals and standards.  CCS will build strong relationships and responsible for Chase Private Client (CPC), Government loans (FHA/VA), escalated loans as well as work with customer to gather documents for initial approval.


Key Responsibilities:

    • Ability to partner with peers inside and outside workgroups (Sales, UW, Support, Operations) for effective file resolution

    • Establish yourself as the trusted and strategic team member to drive continued value for the customer

    • Act as the champion for the customer and provide white glove customer service to our CPC customers.  Always be a true advocate for the customer, escalate potential issues or concerns

    • Customer obsessed focus in order to meet monthly customer satisfaction targets

    • Ability to give advice and information to structure the loan to fit customer’s purpose and provide white glove customer service to our Chase Private Client (CPC) customers.

    • Clearly explain reasons for any change or decision on application

    • Ability to take ownership of all support functions within the process in an effort to move loans forward.  These functions include but are not limited to. VVOE, WVOE, payoff, HOI, Title review, Credit supplements, CD's

    • Successfully able to process Employee Loans & FHA, VA loans

    • Establish trust and certainty with our customers by following through on commitments

    • Successfully able to process Employee Loans & FHA, VA loans

    • Adherence to all regulatory and compliance requirements

    • Achieves satisfactory quality audit results – pre-doc draw reviews

    • Achieves satisfactory call and email regulatory and compliance reviews

    • Meet both daily and monthly production targets as defined funded units and percentage of pipeline closed (Cycle Time, Production, CSAT goals and standards).


  • Minimum of 1 year mortgage processing or underwriting working experience in conventional, FHA and VA financing preferred.

  • High school diploma or equivalent preferred.

  • Effectively utilizes all tools such as priority reports, call reviews, and/or loan originations system.

  • Strong trouble-shooting and problem solving skills.

  • Proposes solutions to problems and utilizes all available resources (Mortgage Banking Guide Team, Service Level Agreements, etc). Effectively prioritizes their workload with ability to multi-task.

  • Excellent written and verbal communication skills.

  • Ability to communicate clearly and concisely while being aware of their audience.

  • Ability to explain underwriting conditions to our customers.


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.


In addition, this position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. As such, upon active employment with JPMorgan Chase, you will be required to either register on NMLS, or to update your JPMorgan Chase. Your continued employment in this position with JPMorgan Chase is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date, and timely completion of annual renewal and required updates thereafter.
Any information obtained during the registration, update, and renewal processes or through NMLS notifications may impact your employment with the firm. Any of the completed information you provide during the Chase on-line application process may be transferred, on your behalf, to NMLS by JPMorgan Chase. Please carefully review the information you provide to Chase for accuracy and consistency and with any current NMLS record, if applicable, before submitting. Further information about NMLS and registration requirements of registration can be found at: http://mortgage.nationwidelicensingsystem.org/SAFE/Pages/default.aspx.


Req #: 200010658_2
Location: Jacksonville, FL US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 5000 US Dollar (USD)

Keyword: home%20lending


Posted: 2020-03-09 Expires: 2020-04-08

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JPMorgan Chase & Co.
Jacksonville, FL 32202

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