Customer Life Events Account Specialist

Job Description

As a Mortgage Specialist IV, you will be responsible for providing personalized support to internal partners, third parties and customers during significant life events such as but not limited to marriage, divorce, name change, death of a customer, successor in interest, and assumptions.  You will be navigating all activities necessary to resolve customer life event issues and answer inquiries. You will educate customers on relevant products, services or programs that can support them during their life transitions, providing clear explanations and instructions while demonstrating empathy and compassion. Issues received can include prime, nonprime mortgage loans, originations, home equity loans, and lines of credits. 

Job responsibilities

• Works in a call center environment that requires 100% phone-based customer interaction 
• Serve as the primary contact for customers and approved third parties during the customer life event process;  provide timely and empathic assistance to customers experiencing life events, including answering inquiries, addressing concerns, and offering solutions tailored to their individual circumstances. Including but not limited to investors and attorneys, trustees and courts. 
• Demonstrates excellent communication and empathy, while staying engaged with our customers
• Communicates with customers in a metrics-driven environment 
• Navigates multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment 
• Takes ownership of each customer interaction while treating them with respect and responding with empathy 
• Works both independently and in a team environment 
• Abides by all applicable regulatory and departmental practices and procedures 

Required qualifications, capabilities, and skills

1. Work in a call center environment that requires 100% phone-based customer interaction

2. Knowledge of FDCPA, TCPA, TILA and NMLS

3. Minimum of one year experience in a high volume sales or customer contact center is strongly preferred.

4. Proficiency in building and maintaining positive client relationships.

5. Demonstrated excellent verbal and written communication skills.

6. Proven ability to actively listen and proactively provide appropriate solutions and problem solving.

7. Highly effective organization and time management skills.

8. 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.

9. Must be detail oriented, organized and poses the ability to multi-task with a proven ability to follow policies, procedures, and regulatory requirements.

10. Ability to quickly absorb complex information, process information and apply appropriately to customer’s needs and understanding when to escalate items.

11. Ability to work well under pressure while multi-tasking to meet deadlines.

12. High School diploma required, but college degree is strongly preferred

Other 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. 

Preferred qualifications, capabilities, and skills

• Ability to multitask using a computer and simultaneously provide customer support 
• Comfortable in a fast-paced, consistently changing environment  
• Previous experience working in a Hospitality, Restaurant or Retail industry 
• Have a passion for helping people by solving problems, presenting, and explaining solutions 

Work Schedule: 

Currently this is a hybrid (3 days in office / 2 days remote) role located in Tempe, AZ but could change to require 5 days in office.  

• Work schedules (Specific information will be provided by the hiring manager)