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Executive Office Customer Assistance Specialist

Job Description

- Research and resolve escalated mortgage related issues received from senior management,

regulatory agencies, and

our Legal Department. The issues are received through written correspondence, e-mail and by phone.

- Review loan servicing files, supporting documentation, and any other information that may

validate or invalidate the claims.

- Works with management throughout the Chase organization to coordinate steps in the resolution of


- Document all issues in WebEr and/or Workflow, MSP Fortracs, as well as other necessary servicing


- Develops and maintains key contacts and working relationships with various functional servicing


- Proactively seeks and maintains a working knowledge of select processes and current procedures of

other functional areas which are necessary to facilitate research and provide resolution.

- Obtain approval from all parties involved on recommended course of action.

- Maintain contact with support areas such as Legal/Compliance (Fair Lending/Regulatory).

- Communicate/negotiate response and Chase's position with the customer.

- Prepare self-authored written response, adhering to Chase's business letter-writing guidelines

and within RESPA guidelines.

- Follow-up with customer to ensure satisfaction.

Excellent Verbal & Written Communication Skills

- Proficient PC knowledge (Excel, Microsoft Office)

- Excellent Time Management Skills

- Excellent organizational and interpersonal skills

- Excellent Teamwork Skills

- Ability to work independently to meet deadlines in a multi-tasking and multi-platform environment

- Detail oriented

- Extensive Analytical Skills

- Data Entry Skills

-Spanish Fluency a plus

Req #: 160044549
Location: Columbus, OH US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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