Join a team that provides outstanding customer experience and issue resolution through expert analysis and investigation. 

As a Client Care Specialist in Home Lending, you are responsible in guiding the customer throughout the loan process which may include requesting any additional documentation, following up on the conditions needed and answering any customer questions along the way. Visit go/manila/ccs for more information.

Job Responsibilities

Consistently focus on customer service throughout the process that leads to delivering best in class service, thru both inbound and outbound calls. Ensure completion of any action item necessary in progressing with customer’s loan in the form of information of documentation within a given timeframe. Ensure to update 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. Contact the customer to discuss the final terms and conditions of the loans to ensure understanding. Discuss a proposed time frame the loan signing. Immediately address all issues and concerns raised by the customer and involve the Mortgage Banker when appropriate. Work daily priorities as assigned by the system ensuring timely completion of tasks.

Required Qualifications, Skills and Capabilities 

Minimum of 2 years of voice customer service-oriented experience in the call center industry required. Excellent written and verbal communication skills, with ability to communicate clearly and concisely while being aware of their audience.  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, Skills and Capabilities

High school diploma or equivalent required, Bachelor’s degree preferred. Ability to explain underwriting conditions to customers. Exposure to high-touch clients is an advantage.

This position is subject to the Dodd Frank/Truth in Lending Act qualification requirements for Loan Originators. In addition, this position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. As such, your continued assignment in this position is contingent upon compliance with the SAFE Act, including 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).

In case you are not NMLS registered after the above mentioned process, the Hiring Manager/s will look for an assignment within the function or line of business.

Internal Application Eligibility Requirements

TENURE:

Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

Meets satisfactory performance standards as defined by the firm

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s HR Policies and Guidelines.

Consult your Manager for any specific guidelines for your line of business or if you’re unsure about your eligibility for an internal application. 

Make sure your profile is updated in the new me@jpmc > Hiring and discuss internal mobility plans with your Manager at the soonest time possible.  Attaching your updated resume is encouraged.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.