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Relationship Coordinator - Mortgage Banking Customer Assistance - Lewisville, TX

Job Description

Position Summary:
The Mortgage Banking Relationship Coordinator is responsible for managing the customer experience throughout the document collection  process for homeowners who are unable to make their monthly mortgage payment and have asked for mortgage assistance, including verbal and written communications.
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:
  • Excellent communication skills
  • Empathizes with the customer
  • Enjoys working with customers
  • Effective at working with customers
  • Understands and works to resolve customer issues
  • Communicates clearly and regularly with customers
  • Effective liaison with necessary parties on behalf of customers
  • Proficient in the technical components of the job
  • Demonstrates a determination to get the job done right the first time
  • Demonstrates a sense of urgency
  • Prioritizes workload
  • Excellent time management skills
  • Detail-oriented
  • Works well under pressure  
  • Works well in a team environment
  • Follow through

Principal Duties and Responsibilities (in order of importance): 


  • Work with customers to ensure proper documentation supporting the loss mitigation process is understood and received in a timely manner.
  • Manages pipeline, perform in-depth research, identify the appropriate action/resource for providing information, follow through to obtain information and resolve customer inquiries efficiently and thoroughly, meeting both quality and service level standards.
  • Actively listen in order to research and appropriately answer customer questions  solutions/recommendations
  • Work collaboratively with MB Customer Assistance Relationship Manager to understand pipeline and how best to provide an enhanced customer experience by driving the process to ensure timely decisions within 30-days
  • Review mortgage and other supporting documentation to ensure accuracy and package completion.
  • Respond to customers in a timely manner, including follow up calls and written correspondence.
  • Demonstrate flexibility and the willingness to cover other tasks as needed and adapt to ongoing changes


Knowledge and Experience:   

  • Minimum of 2 years experience in Mortgage Banking including but not limited to Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations preferred or a Bachelors degree in Business, Accounting or Finance.
  • Knowledge of mortgage documentation and terminology relating to real estate transactions.
  • Proficiency in building and maintaining positive client relationships.
  • Demonstrated excellent verbal and written communication skills.
  • Proven ability to actively listen and proactively provide appropriate solutions and problem solving.
  • Highly effective organization and time management skills. 
  • 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 poses the ability to multi-task with a proven ability to follow policies, procedures, and regulatory requirements.
  • Ability to quickly absorb complex information, process information and apply appropriately to customer’s needs and understanding when to escalate items.
  • Ability to work well under pressure while multi-tasking to meet deadlines.


Req #: 160039356
Location: Lewisville, TX US
Job Category: Collections
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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