Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area?
As a Middle Office Client Contact Center - Loan Servicing Specialist IV in our dynamic team, you will handle inbound calls, provide high quality service, analyze transactions, maintain product knowledge, and assist in resolving complex queries. This role offers the opportunity to work in a fast-paced, challenging environment, with a focus on client service and problem-solving.
Job Responsibilities
- Handle inbound calls from internal clients
- Provide high quality, professional service with emphasis on one call resolution.
- Analyze and interpret transactions, statements, and loan documents in order to provide resolution to our clients.
- Maintain a high level of knowledge of our products, services and be able to clearly and accurately explain all aspects of them.
- Work in fast paced constantly evolving environment.
- Multitask with various duties and ensure timely delivery of task
- Provide Client Service Support on payment and draw request, processing information and instructions received via email with clear and concise responses
- Thoroughly research accounts, documentation and complete servicing forms needed to fulfill client requests; including completing and following up cases or tickets to obtain in-depth information and research required from appropriate downstream departments
- Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude.
- Assist the team lead / manager in resolving complex process queries, escalations, client complaints and operational challenges
- Understand US banking & regulatory requirements around data security and data protection
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Required qualifications, skills and capabilities
- Drive for client focus with a sense of urgency and service excellence
- 5+ years Contact Center or Loan Servicing experience
- Must have strong written and verbal skills
- Proficient in Microsoft Office suite
- Ability to work independently and as part of a team. Self-driven, eager to learn
- Strong time management and prioritization skills. Strong analytical and problem solving skills
- Ability to use multiple applications, browsers, and instant messenger simultaneously
- Controls and innovation mindset
- Ability to adapt to changes when transitioning or given a new task / work. Ability to handle and analyze KPIs and other team metrics. Ability to create / re-create excel and other type of reporting for self, teams and stakeholder
Shift Schedule: Ability to work flexibly between 9:00 PM to 9:00 AM Manila Time and adaptive to business need
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
Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide 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 nonprofit organizations.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.