Home Lending Mortgage Processor

JPMorgan Chase & Co. • Columbus, OH

20h

About The Position

In this role you will carry a pipeline of government (FHA/VA), conventional, and
purchase loans beginning with the initial conditional approval through the final
underwriting approval. You will contact the customer after the loan has been
conditionally approved, upon final approval, and with follow up calls in
between. The discussions may involve, but are not limited to, the discussion of
structure of the conditional approval, the review and request for outstanding
conditions or documentation, as well as discussing next steps in the process.

As a Client Care Specialist within the loan processing team, you will be
responsible for guiding the customer throughout the loan process, which may
include requesting any additional documentation, following up on the conditions
needed and answering any customer questions along the way.

Requirements

• Customer obsessed mentality
• Strong desire to learn and become better educated in the mortgage industry
• Proven ability to work effectively in a fast paced environment
• Demonstrated ability to work independently, and as a member of a high performing team
• Proven track record delivering exceptional customer 
• Able to collaborate with an organization of all sizes associated with multiple levels, including but not limited to Management, Senior Management, Executive Directors, and Sr. Executive Directors
• Possess skills in conflict resolution, change management, influencing, leadership, and coaching
• Proficient in MS Office Suite
• 4 years of mortgage experience, with expertise and experience processing FHA and VA mortgages
• 3 years of experience in relevant Customer Service environment required

Responsibilities

• Own the customer experience for Chase-to-Chase refinances and outside lender refinances
• Educate and nurture customers through proactive outreach, including delivery of follow- up’s and status updates during the loan process
• Learn industry best practices, and identify how the solution can be leveraged to implement these practices to drive successful customer results
• Act as an escalation point and expedite resolution for our customers and internal business partners
• Provide exceptional service to customers, as well as our internal and external partners
• Work in collaboration with Sales, Underwriting, Support, Operations and all internal/external business partners to ensure the delivery of a seamless customer experience
• Understand Chase strategy and communicate valued outcomes to team members and partners
• Own the customer experience for purchase customers and ensure we meet 100% of contract closing dates
• Own counteroffer decisions and suspended loan decisions while finding pricing and program alternatives for our customers
• Take ownership of support functions within the process in an effort to move loans forward. These functions include but are not limited to:  VVOE, WVOE, payoff processing, HOI, Flood, title review, and credit supplement processing

Benefits

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.
• Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
• We also offer a range of benefits and programs to meet employee needs, based on eligibility.
• These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.
• Additional details about total compensation and benefits will be provided during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed