As a Home Lending Account Specialist, you will deliver exceptional service while handling incoming calls from customers who are inquiring about their mortgage accounts. As the primary point of contact, you will be fully trained on the product and will be able to address any questions our customers might have. This can range from a simple payment to more complex issues like escrow. Account Specialists also work with internal partners ensuring our customers get access to any Chase expert needed to fulfil their request.

Our team members are motivated, innovative, and flexible. They pride themselves on having a positive attitude, developing their skills and creating a sense of community in the workplace. 

When you join JPMorgan Chase & Co., expect:

• A competitive base salary
• Industry leading benefits that start day 1 and include paid time off, savings programs, health care, insurance plans, tuition assistance, and more
• Opportunities for professional growth and advancement
• Provide a work environment of high-energy employees that are trained, coached, focused, and driven
• Respect for diversity
• A focus on integrity, work-life balance, teamwork and fun

This is a hybrid (3 days in office / 2 days remote) role located in either Columbus, OH, Plano, TX, Tempe, AZ, Manila, Phil. or Mexico City, Mexico. 

Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the recruiter.

Job Responsibilities

• Communicate with customers in a comfortable and helpful manner
• Meet the goals in a metric-driven environment
• Manage time effectively to ensure availability and a positive experience for our customers
• Follow a pre-set schedule with little to no deviation
• Navigate multiple computer systems/screens while staying engaged with our customers
• Adapt quickly to change and keep a positive attitude while doing so
• Take ownership of each customer interaction and treats customers with respect 
• Document customer account activities thoroughly and concisely
• Maintain high standards of punctuality, reliability, integrity, and accountability
• Make appropriate decisions, on behalf of our customers and the company, quickly and effectively
• Abide by all applicable regulatory and departmental policies and procedures
• Work independently and in a team environment

Required Qualifications, Capabilities, and Skills 

• High School diploma/GED required
• Willing to work in an environment that requires 100% high volume phone-based customer interaction
• Detail oriented with exceptional communication, interpersonal and problem solving skills
• Strong desire to learn and become better educated in the mortgage industry
• Proven ability to work effectively in a fast-paced environment
• Maintain the highest standards of honesty, fairness and ethics

Preferred qualifications, capabilities and skills

• Minimum of one year of customer interaction or customer support experience strongly preferred, either by phone or face-to-face
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred
• Bilingual Spanish preferred