Home Lending Account Specialist I Bilingual English and Spanish

Description

At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.

As a Home Lending Account Specialist within the Chase brand, you will be responsible for providing exceptional service by managing incoming calls from customers inquiring about their mortgage accounts. Being the primary point of contact, you will be thoroughly trained in the product to address any questions our customers might have, from simple payment inquiries to more complex issues such as escrow. You will collaborate with internal specialists to ensure our customers have access to experts for further assistance if needed. As a representative of the Chase brand, you will strive to deliver exceptional client service by assisting our customers throughout their mortgage needs, offering options and finding the right solutions. Our team members are dynamic, proactive, adaptable to change, maintain a positive attitude, continuously develop their skills, and contribute to achieving the organization's broader objectives.

Job Responsibilities

Own the customer experience from start to finish while treating customers with respect and displaying empathy

Inspires customer confidence through business knowledge, reliability, and making appropriate decisions on behalf of our customers quickly and effectively

Balance the competing responsibilities and goals of a metrics-driven environment

Demonstrate resiliency and extreme adaptability in a fast-paced environment

Navigate multiple technologies while staying engaged with our customers

Document customer account activities thoroughly and concisely

Demonstrates personal excellence including punctuality, reliability, integrity, and accountability

Approach problems logically and with good judgment to ensure the appropriate customer outcome

Leverages business knowledge, tools and resources to deliver results that meet all Regulatory, Compliance, quality standards and departmental practices

Maintain the highest standards of honesty, fairness and ethics. May be exposed to confidential information

Effectively prioritize work, critical thinking and exercise independent judgement to ensure efficiency

Required Qualifications, Capabilities, and Skills

Reading and speaking in both Spanish and English fluently is required for this role

High School diploma/GED required

Minimum of one-two year of customer interaction or customer support, either by phone or face-to-face

Must be willing to work in an environment that requires 100% high volume phone-based customer interaction

Detail oriented with exceptional communication, interpersonal and problem solving skills

Proven ability to work effectively in a fast-paced environment

Ability to think strategically, understand the business objectives, and translate them into actionable items

Strong desire to learn and become better educated in the mortgage industry

Demonstrated ability to work independently and as a member of a high performing team

Maintain the highest standards of honesty, fairness and ethics. May be exposed to confidential information

Intermediate analytical, computer, and research skills

Work Schedules:

This is a hybrid (3 days in office / 2 days remote) role located in Columbus. Work schedules: 7:45am-6:00pm and Saturday 8:45am-6pm. Specific information will be provided by the hiring manager and subject to change based on business needs.