Full Job Description

Location: Jacksonville, FL, United States

Embark on a rewarding and challenging career as an Account Specialist IV with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.

With highly supportive leadership and programs to foster growth and career mobility, your skills and capabilities can increase and be fine-tuned to make you more agile and versatile in reaching your career potential.

As an Account Specialist IV- Mortgage, in Customer Life Events you will be responsible for delivering top notch support that is vital to Home Lending

as part of the team in Customer Life Events where we are responsible for the interactions with homeowners or those who are acquiring a home loan through assumptions who require Chase’s assistance in completing the transaction, or bringing the account current. You will assist customers as they work towards a resolution through servicing transactions, payment arrangements, retention workout options, or liquidation of the mortgage.

Job responsibilities

Serve as the primary contact for customers and approved third parties during the customer life event process; including but not limited to investors and attorneys, trustees, and courts.
Respond to customer inquiries regarding mortgage servicing transactions and be responsible for inbound and outbound calls to solve delinquency
Help the customer through loss mitigation options and for explaining Chase and investor-specific documentation requirements to the customer.
Assist customers 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.
Communicate decisions from Underwriting/QA, including assumption, successor in interest, retention, and liquidation options, and discuss next steps and monitor customer adherence and completion of transaction after decision
Communicate and keeps customer apprised throughout the process by maintaining close communication with internal partners including but not limited to Underwriting, Bankruptcy, Loss Mitigation, Foreclosure, and Service Member Civil Relief Act (SCRA), Assumptions Processor

Required qualifications, capabilities, and skills

Knowledge of FDCPA, TCPA and TILA
Proficiency in building and maintaining positive client relationships with demonstrated excellent verbal and written communication skills.
Proven ability to actively listen and proactively provide appropriate solutions and problem solving and highly effective organization and time management skills.
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 and ability to work well under pressure while multi-tasking to meet deadlines.
High School diploma

Preferred qualifications, capabilities, and skills

3+ years’ experience in Home Lending including but not limited to Assumptions, Customer Service, Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations
1+ years’ experience in a high volume sales or customer contact center
College degree

You manage the customer experience throughout the life cycle of customer life events.

Bulge Bracket Investment Banks

17 days ago

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Account Specialist IV- Mortgage- Bilingual English & Spanish Required

at J.P. Morgan

ExperiencedNo visa sponsorship

Not specified

Currency not set

City: Jacksonville

Country: United States

Senior customer-service role supporting Home Lending customers through the lifecycle of customer life events, including delinquency resolution, assumptions, retention workouts, and liquidation. Acts as the primary contact for customers and approved third parties, handling inbound/outbound calls and guiding customers through documentation and loss mitigation options. Requires strong communication, organization, and regulatory knowledge (FDCPA, TCPA, TILA) and the ability to coordinate with internal partners such as Underwriting, Loss Mitigation, and Foreclosure. Bilingual English/Spanish capability is required to support a diverse customer base.

Apply now

Full Job Description

Location: Jacksonville, FL, United States

As an Account Specialist IV- Mortgage, in Customer Life Events you will be responsible for delivering top notch support that is vital to Home Lending

Job responsibilities

Serve as the primary contact for customers and approved third parties during the customer life event process; including but not limited to investors and attorneys, trustees, and courts.
Respond to customer inquiries regarding mortgage servicing transactions and be responsible for inbound and outbound calls to solve delinquency
Help the customer through loss mitigation options and for explaining Chase and investor-specific documentation requirements to the customer.
Assist customers 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.
Communicate decisions from Underwriting/QA, including assumption, successor in interest, retention, and liquidation options, and discuss next steps and monitor customer adherence and completion of transaction after decision
Communicate and keeps customer apprised throughout the process by maintaining close communication with internal partners including but not limited to Underwriting, Bankruptcy, Loss Mitigation, Foreclosure, and Service Member Civil Relief Act (SCRA), Assumptions Processor

Required qualifications, capabilities, and skills

Knowledge of FDCPA, TCPA and TILA
Proficiency in building and maintaining positive client relationships with demonstrated excellent verbal and written communication skills.
Proven ability to actively listen and proactively provide appropriate solutions and problem solving and highly effective organization and time management skills.
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 and ability to work well under pressure while multi-tasking to meet deadlines.
High School diploma

Preferred qualifications, capabilities, and skills

3+ years’ experience in Home Lending including but not limited to Assumptions, Customer Service, Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations
1+ years’ experience in a high volume sales or customer contact center
College degree

You manage the customer experience throughout the life cycle of customer life events.

Job Details

Account Specialist IV- Mortgage- Bilingual English & Spanish Required

Full Job Description

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Job Details

Account Specialist IV- Mortgage- Bilingual English & Spanish Required

Full Job Description

SIMILAR OPPORTUNITIES

Client Service Specialist IV - Bilingual Portuguese/English Required

Registered Client Service Associate - Bilingual Spanish/English

Specialist Customer Care - Intermediary Mortgage Expert

Phone Support Specialist - Spanish

Senior Associate, Mortgage Banking