Embark on a rewarding and challenging career as an Account Specialist IV with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career. 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 an Account Specialist IV- Mortgage, in Customer Life Events you will be responsible for delivering top notch support that is vital to Home Lending as part of the team in Customer Life Events where we are responsible for the interactions with homeowners or those who are acquiring a home loan through assumptions who require Chase’s assistance in completing the transaction, or bringing the account current. You will assist customers as they work towards a resolution through servicing transactions, payment arrangements, retention workout options, or liquidation of the mortgage.
Job responsibilities
- Serve as the primary contact for customers and approved third parties during the customer life event process; including but not limited to investors and attorneys, trustees, and courts.
- Respond to customer inquiries regarding mortgage servicing transactions and be responsible for inbound and outbound calls to solve delinquency
- Help the customer through loss mitigation options and for explaining Chase and investor-specific documentation requirements to the customer.
- Assist customers with understanding the documentation required of them to get transactions processed and decisioned: Reviews and perfects all documents provided by customer ensuring file is complete and accurate.
- Communicate decisions from Underwriting/QA, including assumption, successor in interest, retention, and liquidation options, and discuss next steps and monitor customer adherence and completion of transaction after decision
- Communicate and keeps 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), Assumptions Processor
Required qualifications, capabilities, and skills
- Knowledge of FDCPA, TCPA and TILA
- Proficiency in building and maintaining positive client relationships with demonstrated excellent verbal and written communication skills.
- Proven ability to actively listen and proactively provide appropriate solutions and problem solving and highly effective organization and time management skills.
- 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
- Must be detail oriented, organized, and poses the ability to multi-task with a proven ability to follow policies, procedures, and regulatory requirements.
- Ability to quickly absorb complex information, process information and apply appropriately to customer’s needs and understanding when to escalate items and ability to work well under pressure while multi-tasking to meet deadlines.
- High School diploma
Preferred qualifications, capabilities, and skills
- 3+ years’ experience in Home Lending including but not limited to Assumptions, Customer Service, Loss Mitigation, Underwriting, Foreclosure, Bankruptcy and/or Loan Originations
- 1+ years’ experience in a high volume sales or customer contact center
- College degree