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Customer Support Specialist - Mortgage Banking Customer Assistance - Lewisville, TX

Job Description

Position Summary:
The Mortgage Banking Customer Support Specialist  is responsible for providing exceptional inbound call support to customers calling into the Customer Assistance team for loss mitigation assistance.  These are homeowners who are reaching out to the firm as they’ve become unable to meet their monthly mortgage payments and are in need of 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
  • Detail-oriented
  • Works well under pressure   
  • Follow through

Principal Duties and Responsibilities (in order of importance):

  • Takes ownership of customer issues while empathizing and prioritizing the customer’s needs
  • Resolve conflicts and manage customer expectations
  • Determine customer needs and provide appropriate solutions
  • Effective verbal and written communication  skills
  • Document customer account activities thoroughly and concisely
  • Engage in interactive dialogue with customers through active listening
  • Conduct research as needed

Knowledge and Experience: 

  • Minimum of one year of customer interaction or customer support experience in a face to face or call center environment preferred
  • Previous experience/knowledge of the following applications: Early Resolution, Default Workflow, MSP and CCW preferred
  • Must be willing to work in an environment that requires 100% phone-based customer interaction
  • Proficiency with basic computer functions including mouse and keyboard usage, launching applications, and maneuvering in a Windows-based environment required
  • Effective verbal and written communication with both external and internal customers;
  • Ability to actively listen to customer needs and provide appropriate solution
  • Demonstrated ability to document customer account activities thoroughly and concisely
  • Proven ability to approach problems logically and with good judgment to ensure the appropriate customer outcome
  • High School diploma required, but college degree is preferred.
Req #: 160039375
Location: Lewisville, TX US
Job Category: Collections
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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