As a Mortgage Banking Executive Office Specialist III, you will: assist in researching and resolving highly-escalated mortgage customer complaints sent to mortgage banking executives, senior leadership, and from third party sources including the OCC, CFPB, attorneys, offices of the Attorney General throughout the US, congressional offices, etc. The Lead will provide coaching for call quality, utilizing various systems and database entry on a daily basis, provide coaching as required to effectively handle and resolve all escalated issues, and working closely with internal compliance officers in order to validate research and resolve escalated issues and answer inquiries from customers, senior management in an efficient, accurate and professional manner. Likewise, the ideal candidate should be an assertive individual with adequate discretion to know when to request for assistance and/or involvement of senior managers, as well as direct action to guide the resolution in conjunction with all supporting departments, cross-functional partners, and vendors. In addition, the candidate should be knowledgeable and have experience in developing and maintaining key contacts and working relationships with various functional areas of Mortgage Banking, assisting in the improvement of team quality scores and productivity as necessary, assisting team with excellent time management skills, be flexible to a changing environment, and have the ability to address a variety of issues under pressure, and be prepared to strive to exceed customer expectations. The Specialist III also must ensure that all staff investigates and attempts to resolve all customer inquiries in an accurate and timely manner, participate in process improvement activities and procedure writing when necessary, assist in managing team meetings as necessary, work under minimal direction while assisting analysts to find creative solutions to resolve issues within stringent time constraints. Lastly, other duties include, but are not limited to: assisting with interviews for new-hires, training new-hires, and management of other tasks as delegated from the team supervisor and, at all times, demonstrating Chase’s Values and Brand Promise attributes.
Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.
The firm invites all interested and qualified candidates to apply for employment opportunities.
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