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Workflow Coordinator - Mortgage Banking Customer Assistance - Phoenix, AZ

Job Description

Position Summary:
The Mortgage Banking Customer Assistance Workflow Coordinator is responsible for successfully managing distribution of tasks, and performing oversight within the Customer Assistance Team. The Workflow Coordinator will work closely with agents, supervisors, and managers to effectively accomplish daily work using various reports and other workflow tools. Workflow Coordinators will act as leaders in an effort to execute on line of business strategy and direction.
Develops and maintains operational strategies and procedures to minimize risk and ensure a controlled environment.   Ensure adherence to regulatory and investor requirements.  Provides routine feedback to supervisors and managers in the Customer Assistance Team.  Support senior level management projects and initiatives.
Business Description:
Chase is one of the largest U.S. providers of banking, lending, treasury, wealth management and investment services. Chase serves 50 million customers, including consumers, small businesses, mid-size companies, corporations, financial institutions, nonprofits and governments. Chase’s Mortgage Banking business is ranked No. 2 in originations and in servicing, with 7 million mortgages representing a combined balance of $1 trillion. The focus of Chase’s Mortgage Banking business is to deliver an unmatched customer experience through building lasting relationships, exceeding expectations, being courteous and professional, doing the right thing and owning customer inquiries from start to finish.
This business unit, Customer Assistance, is responsible for the interactions with homeowners who are unable to make their monthly mortgage payment and are at various stages of delinquency. These functions are responsible for assisting customers as they work towards a resolution of the delinquency through payment arrangements, retention workout options, or liquidation of the mortgage.Core Competencies:
  • Proficient in the technical components of the job (SharePoint, Excel, PowerPoint, etc.)
  • Mobilize internal resources and demonstrate proactive problem solving ability
  • Analyze problems and identify potential solutions
  • Maintain proper risk and control environment
  • Effective at working with internal partners
  • Understands and works to resolve customer and business issues
  • Communicates clearly and regularly with customer facing agents, supervisors, and managers
  • Ability to lead people across multiple workgroups
  • Demonstrates a sense of urgency
  • Prioritizes workload
  • Detail-oriented
  • Works well under pressure   
  • Excellent follow through

Principal Duties and Responsibilities (in order of importance):


  • Ensure adherence to all JPMorgan Chase and Department level policies and procedures including all regulatory requirements, state and federal laws.
  • Maintain an efficient and effective control environment via standard operating procedures, QC implementation and oversight.
  • Distribute actionable items from various reporting sources to the CA Team
  • Identify and address various exceptions via reporting
  • Distribute and load balance tasks within the CA and Underwriting Team
  • Partner with the CA Supervisor and UW Supervisor to ensure established controls, SLAs, and compliance items are maintained

Knowledge and Experience:   

  • Minimum of 3 to 5 years in Mortgage banking to include, but not limited to: Loss Mitigation, Underwriting, Foreclosure, Bankruptcy, and/or Loan Originations preferred.
  • Minimum of three years experience in a high volume sales or customer contact center is strongly preferred.
  • Minimum of one year supervisory/management experience in a call center environment preferred.
  • Demonstrated excellent verbal and written communication skills.
  • Proficiency in building and maintaining positive client and internal partner relationships
  • Proven ability to diagnose opportunities and proactively provide appropriate solutions and problem solving
  • Proven ability to work collaboratively across functional teams to enhance the customer experience by ensuring operational excellence and highlighting opportunities to enhance/streamline the process
  • Must be detail-oriented, organized and posess the ability to multi-task with a proven ability to follow policies, procedures, and regulatory requirements
  • Develop alternative solutions to complex problems, think outside the box and recommend the best solution.
  • Excellent fluency with Microsoft Office tools (SharePoint, Excel, Powerpoint, etc.)
  • High School diploma required, but college degree is strongly preferred


Req #: Filipp Test 1
Location: Phoenix, AZ US
Job Category: Collections
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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