Join our dynamic Client Contact Center team as a Loan Servicing Supervisor, where you'll play a pivotal role in delivering exceptional client service. If you're passionate about driving client-focused excellence and thrive in a fast-paced environment, this is the perfect opportunity for you.
As a Loan Servicing Supervisor, you will report to a Loan Servicing Manager for Loan Resolution & Portfolio Management. You will be responsible for assisting the manager in leading a group of loan servicing analysts accountable for performing outbound and inbound calls from Commercial Term Loan (CTL) clients. As an individual contributor, you have a primary function of assisting in the team's daily operations.
Job Responsibilities:
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- Build knowledge of CTL loans and services.
- Drive a high level of service and client experience within the team.
- Support BAU operations and assist the operations manager in resolving complex queries, escalations, and client complaints.
- Partner with loan servicing analysts to understand client issues and ensure timely follow-up for client satisfaction.
- Conduct 2nd tier checks and audits, including call evaluation, QC approvals, and root cause analysis for client survey alerts.
- Manage and support operation projects, driving continuous improvement through data analysis and performance reporting.
- Serve as a liaison between client managers, Operations, Treasury, and the Loan Servicing team to provide optimal service.
- Identify and mitigate issues and risks to prevent fraudulent account behavior and manage controls effectively.
- Prioritize daily workload to maximize productivity using time management and organizational skills.
- Project a confident and professional presence to clients, other bank departments, and the community.
- Escalate complex issues as necessary to resolve client requests in a timely manner.
Required Qualifications, Capabilities, and Skills:
- Client focus with a sense of urgency and service excellence
- Excellent written and verbal communication skills
- Versatile learner with aptitude for new industry, company, product, or technical knowledge
- High level of organization and ability to manage competing priorities
- Consistent professional presence and adaptability to evolving needs
- Exemplary teamwork skills with a professional, positive, and supportive attitude
- Prioritization of multiple tasks under pressure for timely delivery
- Capacity planning, coordination, and interpersonal skills for stakeholder management
- People management and conflict resolution skills
- KPI metrics reporting for self, teams, and stakeholders
- Understanding of US banking and regulatory requirements for data security and protection
Preferred Qualifications, Capabilities, and Skills:
- A college degree is preferred, but not required
- 1-3 years of experience in customer service, operations, sales, or portfolio management, with a preference for experience primarily in banking or the financial services industry.
- Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
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
J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients-including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.