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Commercial Bank - Client Service Representative - Customer Care (Fort Worth, TX)

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients under its JPMorgan Chase & Co brands. JPMorgan Chase & committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles, which include choices such as Flexible Work Arrangements with periodic work from home and non-standard business hours, fully paid parental leave time, health care insurance and retirement benefits.


Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs.


CTL Customer Care is a part the CTL Loan Servicing Department. Customer Care answers incoming calls from CTL clients. Assisting them with payments through PayConnexion (pay by phone), explaining all aspects of ARM’s, Escrows, Escrows Analyses, Loan Documents, Loan Histories, and Payoffs. They complete requests to correct cash transactions, late fee waivers along with assisting with marketing leads.

  • Answer incoming calls from CTL clients and document system (Strategy, Call Type Database, Marketing Lead system)
  • Provide positive and professional service with emphasis on one call resolution where possible while maintaining average handle time expectations
  • Generate leads for new loans from incoming calls, take marketing leads and complete lead Tracker, encourage callers to sign up for AutoPay (automatic payment draft)
  • Clearly and accurately explain all aspects of ARMs, Escrows, Escrow Analyses, Loan Documents, Loan Histories, Payoffs, Prepayment Premiums, etc.
  • Accept and process PayConnexion transactions (pay by phone)
  • Complete transaction forms to correct cash transactions and waive fees according to investor and company guidelines
  • Complete tickets to obtain in-depth information and research required from appropriate support departments
  • Process returned mail and quality check mailing address changes
  • Perform additional duties as requested by Manager or Specialist
  • Perform recorded callbacks to verify wiring instructions

  • 2-3 years call center experience in mortgage loan environment
  • Excellent customer service skills with clear and positive telephone manner
  • Must have strong written and accurate keyboarding skills
  • Complete understanding of mortgage mathematics and mortgage mechanics (amortization, payment application, ARM adjustments , prepayment charges, late charges, etc)
  • Proficient in Microsoft Office suite
  • Ability to work independently and as part of a team
  • Good time management skills
  • Self-driven, eager to learn
  • High School Diploma or equivalent required (some college preferred)
  • Must be able to work a 10am-7pm shift
Req #: 180054396
Location: Fort Worth, TX US
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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