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Relationship Manager - Mortgage Banking Customer Assistance - Lewisville, TX

Job Description

Position Summary:
The Mortgage Banking Relationship Manager is responsible for managing the customer experience throughout the loss  mitigation process and afterward, as well as serving as the primary contact for customers and approved third parties (not limited to but including investors and attorneys) for homeowners who are unable to make their monthly mortgage payment and have asked for mortgage assistance.
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
  • Organized
  • Detail-oriented
  • Works well under pressure   
  • Collaborative team player able to develop meaningful and effective working relationships with fellow colleagues.
  • Excellent follow through


Principal Duties and Responsibilities (in order of importance):


  • Serve as the primary contact for customers and approved third parties during the loss mitigation process; including but not limited to investors and attorneys, trustees and courts.
  • Respond to customer inquiries regarding mortgage loss mitigation options.
  • Responsible for explaining Chase and investor-specific documentation requirements to the customer.
  • Manages customer requests concerning the loss mitigation process by acting as liaison with all necessary parties (e.g., Subject Matter Experts).
  • Prepares customer’s file for Underwriting:  Reviews and perfects all documents provided by customer ensuring file is complete and accurate. 
  • Communicates  decisions from Underwriting/QA, including retention and liquidation options, and discuss next steps. 
  • Monitors customer adherence and completion on trial payment plans.
  • 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).
  • Ensure that Final Modification documents are sent and returned timely and follow up on fulfillment and system maintenance processes to completion.

Knowledge and Experience:   

  • Minimum of 3 to 5 years in Mortgage Banking including but no limited to Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations preferred, or a Bachelors degree in Business, Accounting or Finance.  
  • Minimum of one year experience in a high volume sales or customer contact center is strongly preferred.
  • 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.
  • High School diploma required, but college degree is strongly preferred


Req #: 160039367
Location: Lewisville, TX US
Job Category: Collections
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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