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Supervisor - Mortgage Banking Customer Assistance - Lewisville, TX

Job Description

Position Summary:
The Mortgage Banking Customer Assistance Supervisor is responsible for overseeing a team of frontline associates and driving business objectives in partnership with the local management team to execute the line of business strategy, implement and manage an efficient and effective control environment, adhere to policies and procedures while enhancing both the employee and customer experience.   This team helps homeowners who are unable to make their monthly mortgage payment and have asked for mortgage assistance.
Develops and maintains operational strategies and procedures to minimize risk and ensure a controlled environment.   Ensure adherence to regulatory and investor requirements.  Measures employee performance against department objectives and provide routine feedback and coaching to employees.  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:
  • Hire, train, coach, develop staff and lead multiple responsibilities in a fast-paced environment.
  • Write and conduct performance reviews
  • Use metrics and KPI’s to drive  performance and operational excellence using corrective action as appropriate
  • Manage meetings using strong presentation and effective communication skills
  • Mobilize internal resources and demonstrate proactive problem solving ability
  • Adhere to compliance with audit, legal and regulatory requirements
  • Analyze problems and identify potential solutions
  • Lead staff through change
  • Maintain proper risk and control environment

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.
  • Make sound decisions regarding expectations
  • Develop staff skills through a combination of goal setting, delegation, training, counseling and performance management using corrective action where appropriate
  • Effective management of employee hiring, training, long term development, recognition to ensure adherence to scorecard metrics and KPI’s.
  • Provide leadership, communication and coaching to employees; cultivate a highly motivated and engaged environment of trust, teamwork, accountability, self-confidence and business ownership.

Knowledge and Experience: 

  • Minimum of 5 to 7 years experience in Mortgage Banking including but not limited to Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations preferred.
  • Minimum of three years experience managing in a high volume operations or customer contact center preferred.
  • Proficiency in building, managing  and motivating high performing teams.
  • 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. 
  • Strong ability to manage multiple tasks simultaneously and prioritize competing priorities
  • 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.
  • Develop alternative solutions to complex problems, think outside the box and recommend the best solution.
  • Must be detail oriented, organized and possess the ability to multi-task with a proven ability to follow policies, procedures, and regulatory requirements.
  • High School diploma required, but college degree is strongly preferred.
Req #: 160039381
Location: Lewisville, TX US
Job Category: Collections
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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