This position is responsible for resolving escalated customer issues and answering inquiries that are received from internal partners (Help Line, Executive Office) and customers, in a timely, efficient, accurate and professional manner. Issues received can include prime and nonprime mortgage loans, home equity loans and lines of credits. This job also includes receiving and placing calls to customers, which may vary on the product being supported. MSP, VLS, Fortracs, WebER, CCW, Lenderlive, Early Resolution (ER) and Default Workflow (DW) are the primary systems used to research and resolve issues.
Investigate, resolve and respond to Internal and External Customer complaints and inquiries received via phone, correspondence (mail or email) or Customer Care Workbench routes. The steps to resolution are dependent on the type of complaint which include late charge or fee disputes, payment arrangement disputes, deferment or extension disputes, reinstatement or property disputes. The business has become responsible for handling and resolving complaints for multiple Lines of Businesses, including: Default, Foreclosure Alternatives, REO, Property Preservation, Bankruptcy, Recovery, Foreclosure, and Third Party Vendors.
? High School Diploma required or Equivalent
? Minimum of 2 years experience in a mortgage-servicing environment preferred
? Proficient in the use of MB applications including Customer Care Workbench, RE, VLS, MSP, WebER, Info Source, Lender Live or other imaging systems, Fortracs, IVault, Fidelity (Director), and Microsoft Office suite are preferred.
? Computer proficiency in navigating multiple systems and screens.
? Strong written and verbal communication skills
? Analytical and Problem Solving skills
? Ability to follow procedures
Must follow IJP process which includes...
All application requirements (including updated resume) should be posted, submitted and completed in the JobConnect tool
Must meet minimum IJP Requirements
At least 12 months in current job and process
Latest Performance Management Central (PMC) rating of at least Meets Expectations
Not within the prescriptive period for attendance and/or behavioral- related corrective action (written warning and above).
Not in any Performance Improvement Plan (PIP) at the time of application and prior movement to the role
Minimum skills and qualifications should be met as stated in the job posting
Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.
The firm invites all interested and qualified candidates to apply for employment opportunities.
If you are a US or Canadian applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us by calling (US and Canada Only) 1-866-777-4690. Please indicate the specifics of the assistance needed.