As a Loan Servicing Analyst, you are a trusted member of the team and deeply connected, you are expected to deliver an excellent client experience and help with growth and success for all clients and Loan Servicing Analyst. You primarily provide operational support for Loan Servicing Specialist extended to borrowers. This is a client facing role with direct contact with borrowers, and business partners while performing loan servicing facets. In this role, you will serve to help research and solve issues for our Client Contact Center. Communicate through Zoom, email, and phone to build strong relationships and provide a level of service that JP Morgan Chase customers have learned to expect.

Job responsibilities:

• Maintain a high level of knowledge of products, loan types, and services.
• As a backup, answer incoming calls from internal and external clients and document systems for every client interaction with emphasis on high quality, professional service and one call resolution. Perform outbound calls/ courtesy calls to clients
• Resolve complex process queries, escalations, client complaints and operational challenges.
• Perform additional duties as assigned by the Management
• Support operational projects and drive continuous improvement efforts with the team including data analysis and day to day performance reporting.
• Ability to prioritize multiple tasks under pressure and ensure timely delivery of tasks.
• Track and calculate complex issues
• Create, complete reporting as needed
• Adhere to the department policies and procedures for client requests. 
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude. 

Preferred qualifications, capabilities, and skills 

• 3 years of experience in customer service, operations, or call center environment
• Ability to work from 9:30 am - 6:00 pm
• Excellent organizational skills and the ability to manage, prioritize, work under pressure, and meet tight deadlines
• Ability to use data to create metrics and reporting
• Proficient in MS Office (Excel, PowerPoint, Word)
• Must have strong written and verbal skills
• Proficient in MS Office (Excel, PowerPoint, Word)
• Adhere to the department policies and procedures for client requests. 
• Function as the main subject matter expert

Preferred Qualifications

• College degree
• Previous banking or financial service industry work experience