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Executive Office Research Specialist III - MBEO - Columbus, OH

Job Description

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‚Äôs Values and Brand Promise attributes.

  • Two or more years of mortgage banking experience and/or Bachelor's degree in business or a related field
  • Ability to interact with all levels within the organization with a specific emphasis placed on the ability to effectively interact with Business Partners and Senior Leaders throughout the organization
  • Ability to interact with third parties including, but not limited to, attorneys, investors, state and federal regulatory representatives
  • High Meets or Exceeds at their most recent year end performance evaluation
  • Excellent verbal and written communication skills
  • Excellent negotiation and customer service skills
  • Ability to effectively address difficult, elevated customer service issues
  • Strong interpersonal and relationship-building skills
  • Superior Customer Service skills
  • Strong knowledge of PC software such as MS Word, Excel and PowerPoint
Req #: 160043787
Location: Columbus, OH US
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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