20 days old

Sales AcadeME Analyst - Jacksonville, FL

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

Sales AcadeME Analyst - Jacksonville, FL

Req #: 190073254
Location: Jacksonville, FL, US
Job Category: Operations
Potential Referral Amount: US Dollar (USD)

Position Summary:

The HL Sales Academy Analyst manages a team of employees to support the development and performance of Mortgage Professionals.


The following activities are assigned to this position:

  • Onboarding of New Communications Team Members.

  • Lead/Guide 60-90 Day New Hire Experience

  •  Execute plan to achieve targeted proficiency in mortgage acumen & customer experience

  •  Ensure effective Systems Training (facilitated by Training Group)

  •  Ongoing Customer Communication and Experience skills development and coaching

  •  Compliance skills development

  •  45 days of Inbound and Outbound Call coaching

  • Proficiency assessment prior to being released to a team

  • Lead/guide Incumbent development and coaching for CCS or TM knowledge or skill gaps including:

  • Performance Improvement root cause analysis and recommended solutions

  • Current/trending topics for continuing developmentLead/guide Incumbent development and coaching for under performing CCS/TMs, including:

    KPI achievement

  • Pipeline Management

  • Customer Satisfaction

  • Mortgage Industry Acumen as appropriate to the role

  • Proficiency assessment to team re-entry



Principal Duties and Responsibilities (in order of importance):

  1. Lead and Manage all aspects of the Communications Academy for Retail and CD/BSC Communications Teams.
  2. Lead and Mange all aspects New Hire onboading and development
  3. Improve CCS/TM performance and confidence
  4. Collaborate with Service Excellence and Managers on Listening Post Sessions
  5. Act as point of contact for all internal partners around development and skill building

Core Competencies:


  • Leadership – understanding how to best serve customers to build the business; setting high standards for excellence and results; clarifying expectations; holding others accountable; and motivating others to achieve/exceed targets and goals.

  • Demonstrated history of Customer Obsession

  • Strong, current mortgage acumen, especially in Loan Processing and Client Communication

  • Performance Improvement Expertise as demonstrated by the ability to identify performance deficiency root cause and recommend/execute strategies that improve performance

  • Excellent coaching and influence skills with proven history of improved performance

  • Adult learning acumen – including facilitation and design experience

  • Technical Expertise with Origination Systems and Telephony

  • Collaboration – ability to work cross-functionally with peers to achieve common goals

  • Ability to establish, document and present performance improvement strategies


Knowledge and Experience:

  • Prefer 3+ years of Mortgage Operations Management experience

  • Prefer College Graduates

  • Prefer demonstrated performance with large scale projects and project management

  • Prefer exposure to call center technology

  • Proven ability to lead, coach, and mentor at all position levels

  • Solid knowledge of Federal and State regulatory policies and procedures.

  • Strong PC skills, including Excel, Word, Loan Origination Systems a plus, etc.


Unique 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.

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 existing registration as necessary to grant access to and reflect your employment with 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.


Keyword: home%20lending


Posted: 2019-11-21 Expires: 2020-01-02

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Sales AcadeME Analyst - Jacksonville, FL

JPMorgan Chase & Co.
Jacksonville, FL 32202

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