Home Lending Advisor Support Specialist

Join our team as a Home Lending Assistant I in Home Lending, wherein you will have the opportunity to work in unison with one or more Home Lending Advisor(s) to create an outstanding customer experience for home buyers and homeowners. You will rely on your excellent interpersonal skills and dedication to provide exceptional support in facilitating the loan process to positively impact the customer experience for both internal and external customers. 

As a Home Lending Assistant I within the Home Lending team, you will collaborate closely with one or more Home Lending Advisors to deliver an exceptional customer experience for home buyers and homeowners. Leveraging your excellent interpersonal skills and commitment, you will provide outstanding support in streamlining the loan process, thereby enhancing the customer experience for both internal and external customers.

Job Responsibilities

• Delivers best in class customer service throughout the process, for both inbound and outbound calls. 
• Communicates updates to Home Lending Advisor(s) on pipeline status and updating customers and third parties related to the transactions. Work daily priorities ensuring timely completion of tasks.
• Contacts the customer to discuss the terms and conditions of the loans to ensure understanding. Discuss a proposed time frame for the loan signing at the request of, or in the absence of, the Home Lending Advisor(s). 
• Updates the information in the system of record as well as keep up to date and accurate communication logs ensuring a smooth downstream process for the customer.
• Follows up on aged leads, aged pipeline loans, request missing documents and communicate with customers. Immediately address all issues and concerns raised by the customer and involve the Home Lending Advisor(s) when appropriate. 
• Works as liaison between Home Lending Advisor(s), branch, processing center (if applicable), and group of established realtors, and builders to coordinate submissions and closings to allow Home Lending Advisor(s) to concentrate on generating new business.
• Coordinates and manages marketing through internal systems.

Required qualifications, capabilities and skills 

• Effectively utilizes all tools such as priority reports, call reviews, and/or loan originations system in performing tasks and addressing concerns
• Strong trouble-shooting and problem-solving skills. Able to propose solutions to problems and utilizes all available resources, when needed (Mortgage Banking Guide Team, Service Level Agreements, etc.)
• Effectively prioritizes their workload with ability to multi-task
• Amenable to working onsite in BGC, following US time

Preferred qualifications, capabilities and skills 

• High school diploma or equivalent required, Bachelor’s degree preferred
• Minimum of 3 years of voice customer service-oriented experience in the call center industry required, blended-account (voice and non-voice) account handling, mortgage, upselling or collections experience, a plus
• For Internals, minimum of 2 years of voice customer service-oriented experience in the call center industry required, preferably with mortgage background
• Excellent written and verbal communication skills, with ability to communicate clearly and concisely while being aware of their audience. Exposure to high-touch clients, an advantage

Unique Requirements

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. 

In addition, this position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. As such, upon active employment with JPMorgan Chase, you will be required to either register on NMLS, or to update your existing registration as necessary to grant access to and reflect your employment with JPMorgan Chase. Your continued employment in this position with JPMorgan Chase is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date, and timely completion of annual renewal and required updates thereafter. 

You are required to undergo a screening process and fingerprinting. A valid Driver’s License or Passport will be required, together with an NBI clearance (validity should cover at least 6 months from initial interview date).

Any information obtained during the registration, update, and renewal processes or through NMLS notifications may impact your employment with the firm. Any of the completed information you provide during the Chase on-line application process may be transferred, on your behalf, to NMLS by JPMorgan Chase. Please carefully review the information you provide to Chase for accuracy and consistency and with any current NMLS record, if applicable, before submitting. Further information about NMLS and registration requirements of registration can be found at: 

http://mortgage.nationwidelicensingsystem.org/SAFE/Pages/default.aspx