JOB DESCRIPTION
Make a meaningful impact by helping customers navigate important home lending account needs. You'll be part of a supportive, high-energy team focused on service excellence and continuous improvement. Every interaction is an opportunity to solve problems, build trust, and strengthen customer relationships. If you enjoy fast-paced work and take pride in doing the right thing, this role is for you.
As a customer service account specialist II in Home Lending Customer Service, you will support customers by answering inbound calls and resolving mortgage servicing inquiries with empathy, accuracy, and end-to-end ownership. You will use multiple systems to research, explain options, and complete requests while meeting service and quality expectations. You will contribute to a culture of respect, teamwork, and continuous development.
Job responsibilities
- Answer inbound customer calls in a high-volume call center environment
- Resolve routine mortgage servicing inquiries, such as balance questions, payment processing, document requests, and account maintenance
- Use multiple systems and screens to research accounts and document actions accurately
- Communicate clearly and professionally while meeting quality and productivity expectations
- Take ownership of each interaction by confirming needs, explaining next steps, and following required procedures
- Work effectively both independently and in collaboration with teammates and leaders
- Follow all applicable regulatory, risk, and departmental policies and procedures
Required qualifications, capabilities and skills
- Minimum years of customer support experience (phone and/or in-person)
- Ability to communicate clearly and professionally with customers over the phone
- Ability to use multiple computer applications in a Windows-based environment
- High school diploma or GED
Preferred qualifications, capabilities and skills
- Ability to multitask using a computer while providing real-time customer support
- Comfort working in a fast-paced, frequently changing environment
- Experience in hospitality, restaurant, or retail environments
- Interest in solving problems by presenting and explaining solutions in a customer-friendly way
Work schedule
Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends. Specific schedule information will be provided by the recruiter. This position requires attendance at scheduled trainings, and training hours may not coincide with regularly scheduled hours.
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.
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or LOB specific guidelines.
Make sure your profile is updated in the new me@jpmc > Jobs. 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.
ABOUT US
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.
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