12 days old

JPMorgan Chase & Co.
Lewisville, TX 75057
  • Job Code

Home Lending Client Specialist - Lewisville, TX

Job Description

Position Summary:


The Home Lending Client Specialist is responsible for managing the customer experience throughout the life cycle of customer life events.  These events may include but are not limited to: Assumptions, Marriage, Divorce, Name Change, Death of customer, and Successor in Interest transactions.  Customers who have completed the Home Lending requirements for these events will have the benefit of having a team of Client Specialists for all of their servicing needs including servicing transactions, delinquency and loss mitigation. 


Business Description:


This business unit, Customer Life Events, is responsible for the interactions with homeowners or those who are acquiring a home loan through assumptions who require Chase’s assistance in completing the transaction, or bringing the account current. These functions are responsible for assisting customers as they work towards a resolution through servicing transactions, payment arrangements, retention workout options, or liquidation of the mortgage. 


Core Competencies:


  • Excellent communication skills
  • Empathizes with the customer
  • Enjoys working with customers
  • Effective at working with customers
  • Understands and works to resolve customer issues
  • Communicates clearly and regularly with customers
  • Effective liaison with necessary parties on behalf of customers
  • Proficient in the technical components of the job
  • Demonstrates a determination to get the job done right the first time
  • Demonstrates a sense of urgency
  • Prioritizes workload
  • Excellent time management skills
  • Organized
  • Detail-oriented
  • Works well under pressure   
  • Collaborative team player able to develop meaningful and effective working relationships with fellow colleagues.
  • Excellent follow through


Principal Duties and Responsibilities (in order of importance):


  • Serve as the primary contact for customers and approved third parties during the customer life event process; including but not limited to investors and attorneys, trustees and courts.
  • Respond to customer inquiries regarding mortgage servicing transactions
  • Responsible for inbound and outbound calls to solve delinquency
  • Responsible for helping the customer through loss mitigation options
  • Responsible for explaining Chase and investor-specific documentation requirements to the customer.
  • Assists customer with understanding the documentation required of them to get transactions processed and decisioned:  Reviews and perfects all documents provided by customer ensuring file is complete and accurate. 
  • Communicates decisions from Underwriting/QA, including assumption, successor in interest, retention and liquidation options, and discuss next steps. 
  • Monitors customer adherence and completion of transaction after decision
  • Communicates and keeps customer apprised throughout the process by maintaining close communication with internal partners including but not limited to Underwriting, Bankruptcy, Loss Mitigation, Foreclosure, and Service Member Civil Relief Act (SCRA), Assumptions Processor

Knowledge and Experience:   

  • Minimum of 3 to 5 years in Home Lending including but not limited to Assumptions, Customer Service, Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations preferred
  • Knowledge of FDCPA, TCPA and TILA required
  • Minimum of one year experience in a high volume sales or customer contact center is strongly preferred.
  • Proficiency in building and maintaining positive client relationships.
  • Demonstrated excellent verbal and written communication skills.
  • Proven ability to actively listen and proactively provide appropriate solutions and problem solving.
  • Highly effective organization and time management skills. 
  • Proven ability to work collaboratively across functional teams to enhance the customer experience by ensuring operational excellence and highlighting opportunities to enhance/streamline the process
  • Must be detail oriented, organized and poses the ability to multi-task with a proven ability to follow policies, procedures, and regulatory requirements.
  • Ability to quickly absorb complex information, process information and apply appropriately to customer’s needs and understanding when to escalate items.
  • Ability to work well under pressure while multi-tasking to meet deadlines.
  • High School diploma required, but college degree is strongly preferred

Other Requirements


  • 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.

Req #: 200019585
Location: Lewisville, TX US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

Keyword: home%20lending


Posted: 2020-03-19 Expires: 2020-04-18

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JPMorgan Chase & Co.
Lewisville, TX 75057

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