Client Specialist Customer Life Events

As a Home Lending Client Specialist, you will be responsible for providing personalized support to internal partners, third parties and customers during significant life events such as but not limited to marriage, divorce, name change, death of a customer, successor in interest, and assumptions.  You will be navigating all activities necessary to resolve customer life event issues and answer inquiries. You will educate customers on relevant products, services or programs that can support them during their life transitions, providing clear explanations and instructions while demonstrating empathy and compassion. Issues received can include prime, nonprime mortgage loans, originations, home equity loans, and lines of credits.

Currently this is a hybrid (3 days in office / 2 days remote) role located in Plano TX but could change to require 5 days in office.

Job Responsibilities

• Serve as the primary contact for customers and approved third parties during the customer life event process;  provide timely and empathic assistance to customers experiencing life events, including answering inquiries, addressing concerns, and offering solutions tailored to their individual circumstances. Including but not limited to investors and attorneys, trustees and courts. 
• Provide timely and empathic assistance to customers, including answering inquiries regarding mortgage servicing transactions, addressing concerns, and offering solutions tailored to their individual circumstances. 
• Handle inbound calls and place outbound calls, listen actively to customers to understand their needs, concerns and emotions related to their life events. 
• Responsible for explaining Chase and investor-specific documentation requirements to the Customer. Maintain accurate records of  customer interactions, including details of life events, actions taken, and follow up requirements, to ensure continuity of support and compliance with regulations.
• Identify and resolve customer issues or conflicts related to life events, collaborating with internal teams or external partners as needed to ensure timely resolution. 
• Maintain accurate records of customer interactions, including details of life events, actions taken, and follow up requirements, to ensure, actions taken and follow up requirements, to ensure continuity of support and compliance with regulations 
• Stay informed about industry trends, best practices and emerging issues related to customer support and actively seek opportunities to enhance the customer experience and efficiency. 
• Adhere to regulatory requirements and company policies governing customer interactions, privacy, and data security, ensuring that customer information is handled with the utmost confidentiality and integrity.   
• Assists customer with understanding the documentation required of them to get transactions processed and decisioned. Reviews and perfects all documents provided by customer ensuring file is complete and accurate. 

Required Qualifications, Capabilities, and Skills

• Minimum of 3 to 5 years in Home Lending including but not limited to Assumptions,
• Customer Service, Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations.
• Knowledge of FDCPA, TCPA and TILA
• Minimum of one year experience in a high volume sales or customer contact center.
• Proficiency in building and maintaining positive client relationships.
• Demonstrated excellent verbal and written communication skills.
• Proven ability to actively listen and proactively provide appropriate solutions and problem solving.
• Proven ability to work collaboratively across functional teams to enhance the customer experience by ensuring operational excellence and highlighting opportunities to enhance/streamline the process.
• Must be detail oriented, organized and poses the ability to multi-task with a proven ability to follow policies, procedures, and regulatory requirements.
• Ability to quickly absorb complex information, process information and apply appropriately to customer’s needs and understanding when to escalate items.
• Highly effective organization and time management skills. Ability to work well under pressure while multi-tasking to meet deadlines.

This position is subject to the Dodd Frank/Truth in Lending Act qualification requirements for Loan Originators. As such, an employment offer for this position is contingent on JPMC's review of your criminal conviction history, credit report, information available through NMLS, and any other information relevant to a determination by JPMC that you demonstrate financial responsibility, good character, and general fitness for the position. Note that any felony conviction within the last seven years will disqualify you from consideration for this position. 

Your continued employment in this position would be contingent upon compliance with Truth in Lending Act/Dodd Frank Loan Originator requirements.