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1515873: Loan Servicing Manager II (LSLS13)
manager · Operations
Make your next move count by stepping into a role where your expertise directly improves client outcomes and operational excellence. You will take ownership of complex servicing requests and high-impact issue resolution that protect clients and the firm. You will partner across teams, influence process improvements, and help shape how work gets done. You will gain exposure to end-to-end loan lifecycle activity, controls, and change initiatives. Join a team that values collaboration, accountability, and continuous learning at JPMorganChase.
Job summary:
As a Loan Servicing Associate within Loan Servicing Operations, you will oversee complex loan servicing activities and drive timely, accurate resolution of client and stakeholder requests. You will investigate and resolve monetary and operational issues by applying loan documentation, servicing agreements, and established policies and controls. You will communicate clearly, coordinate across partners, and maintain strong documentation and system updates. You will identify root causes of recurring issues and help improve processes to reduce risk and enhance client experience. You will thrive in a fast-changing environment by prioritizing effectively and taking ownership from start to finish.
You will serve as a senior resource for complex cases, helping peers and partners interpret procedures and controls consistently. You will contribute to audits, control reviews, and operational reporting by ensuring work is well-documented and review ready. You will participate in change efforts such as system enhancements, process redesign, and testing to support accuracy and control outcomes. You will build strong working relationships across Operations, Credit, Product, Technology, Risk, Controls, and Legal. This role may include informal mentorship responsibilities and leadership through influence.
Job responsibilities:
- Resolve complex loan servicing and monetary issues end-to-end, ensuring accurate processing and timely completion
- Serve as a senior point of contact for client, internal stakeholder, and audit-related servicing requests
- Interpret loan documentation, servicing agreements, policies, and controls to provide sound guidance and decisions
- Own escalations and time-sensitive issues, providing clear options, risks, and recommended next steps
- Perform research, reconciliation, and break resolution; document findings and actions in required systems
- Conduct root-cause analysis on recurring issues and drive remediation with upstream and downstream partners
- Identify control gaps and process inefficiencies; implement improvements to reduce risk and improve cycle time
- Partner on change initiatives, including requirement definition support and user testing to validate outcomes
- Maintain and update procedures and job aids; communicate changes to support consistent execution
- Manage priorities independently, balancing multiple deadlines and providing proactive status updates
- Collaborate across functions to strengthen handoffs, clarify ownership, and prevent issue recurrence
Required qualifications, capabilities, and skills:
- Five years of experience in loan servicing, loan operations, or financial services operations
- Demonstrated ability to resolve complex, ambiguous issues using structured problem solving
- Experience applying policies, procedures, and controls to operational decisions and issue resolution
- Strong analytical skills with proven attention to detail and high standards for accuracy
- Ability to manage competing priorities independently and deliver work on time
- Clear written and verbal communication skills, including the ability to explain complex issues simply
- Proficiency in Microsoft Excel (for example, formulas, pivot tables, and lookups)
- Experience partnering effectively across teams and influencing outcomes without direct authority
- Consistent documentation discipline, including maintaining audit-ready notes and system updates
Preferred qualifications, capabilities, and skills:
- Experience supporting commercial loan servicing and related accounting activities
- Experience leading process improvement or control enhancement efforts with measurable results
- Experience supporting audits, control reviews, or operational risk management activities
- Experience contributing to system or workflow changes, including user testing and validation
- Bachelor’s degree in business, accounting, finance, or a related field
Required or additional information:
- Visa sponsorship is not available for this position.
- Work schedules will be full-time in office, on a 40-hour per week schedule.