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KYCAN April Release #2 Req

Job Description

The Customer Assistance Specialist ("CA Specialist") will be responsible for managing the customer experience throughout the default modification process and afterward, serving as the primary contact for customers and approved third parties (not limited to but including investors and attorneys). At an established and assigned process entry point, the Customer Assistance Specialist becomes the liaison between the customer and other Chase departments including all internal default modification departments and if declined other groups such as Short Sale, Deed in Lieu and Foreclosure. As a liaison, the Customer Assistance Specialist will be responsible for periodic loan status reviews to ensure an expeditious process for the customer. The Customer Assistance Specialist will balance a workload consisting of customer modification requests at all stages of the process, including but not limited to communication of post-underwriting decisions and trial plan adherence and completion. If a customer's modification request is declined, the Customer Assistance Specialist will discuss other options potentially available to the customer.
  • Serve as the primary contact for customers and approved third parties; including but not limited to investors and attorneys, trustees and courts.
  • Respond to customer inquiries regarding mortgage defaults and loss mitigation options.
  • Accountable for communicating the chase and investor-specific documentation requirements to the customer.
  • Manages customer requests concerning modifications at all stages of the process by acting as liaison with all necessary parties (e.g., Subject Matter Experts).
  • Communicates modification decisions as received from Underwriting/QA. If modification is declined, discusses other options with the customer.
  • If sale is within 30 days or less, depending on state, sends an escalation email notifying appropriate department that the property foreclosure should be placed on hold.
  • Oversees customer's trial plan adherence and completion.
  • 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).
  • Prepares customer's file for Underwriting: Reviews and perfects all documents provided by customer ensuring complete and accurate. Submits files to CA Ops Specialist for final review prior to submitting file to underwriting.
  • Assists in problem resolution: Researches issue customer loan issues to determine resolution needs.
  • Handles warm telephone transfer of customers, when applicable, to specialty areas such as Bankruptcy, SCRA, and Default Escalations.  

  • HS Diploma or equivalent required, college preferred.
  • Minimum 6 months - 1 year as a CA Specialist I within Chase Home Lending strongly preferred.
  • Minimum one or more years of mortgage experience in a high volume customer contact role strongly preferred.
  • Two or more years in Loss Mitigation, Underwriting, Foreclosure, Bankruptcy, Loan Originations and/or REO Collections is strongly preferred.
  • Two+ years managing volume in a high productivity customer contact center strongly preferred.
  • Knowledge of Chapters 7, 11 and 13 preferred.
  • Two or more years in a sales and/or customer service background is strongly preferred
  • Very strong analytical, interpersonal and critical thinking skills; ability to anticipate problems and resolve quickly.
  • Ability to run several systems and move from one technology platform to another.
  • Very strong verbal communication and customer service skills required. 

Req #: 190000516
Location: Phoenix, AZ US
Job Category: Branch Banking
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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