Relationship Manager- Home Lending- Bilingual English & Spanish Required

If you want to make valuable contributions to your team and expand your career and skills in relationship management, business operations, and in the banking world, then a Relationship Manager within JP Morgan Chase has a great opportunity for you.  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 a Relationship Manager in Home Lending, you will be responsible for communicating and keeping 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). Research and thinking outside of the box will be crucial as you look for solutions for clients. 

Job responsibilities

• Operate in a dynamic call center environment by managing and responding to high volumes of inbound and outbound calls, ensuring personalized service for assigned accounts while also supporting team members by handling peer accounts as needed
• Respond to customer inquiries regarding mortgage loss mitigation options
• Explaining Chase and investor-specific documentation requirements to the customer
• Manage customer requests concerning the loss mitigation process by acting as liaison with all necessary parties (e.g., Subject Matter Experts)
• Prepare customer’s file for Underwriting: Reviews and perfects all documents provided by customer ensuring file is complete and accurate
• Communicate decisions from Underwriting/QA, including retention and liquidation options, and discuss next steps and monitor customer adherence and completion on trial payment plans
• Ensure that Final Modification documents are sent and returned timely and follow up on fulfillment and system maintenance processes to completion
• Abide by all applicable regulatory and department practices and procedures and build and maintain positive client relationships

Required qualifications, capabilities, and skills

• Must be fluent in English and Spanish
• Enhanced problem-solving skills to identify challenges and determine appropriate solutions 
• Analytical skills to understand complex mortgage scenarios, review customer documents, and have and understanding of customer solutions 
• Strong computer skills to effectively multi-task between multiple programs within a single customer interaction
• Self-motivated to research customer inquiries and raise potential solutions or areas of opportunity 
• Provide an excellent Customer experience by providing the best-in-class service in knowledge, concern, helpfulness and courtesy 
• Detailed oriented to focus on all areas of the task(s) and able to prioritize tasks based on importance or urgency through time management
• Proven strong written and spoken communication skills

Preferred qualifications, capabilities, and skills

• 3 years of mortgage and sales/customer service experience
• Enhanced skills to be able to understand and comprehend mortgage business processes and be able to navigate through procedures independently
• Working knowledge of Microsoft office, internal systems used for default workflows, and other Line of Business related systems

Hours: Monday to Friday 8 AM - 5 PM; Training - 2 weeks; 4 weeks nesting; this is an in-office role in Plano, TX

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our