Home Lending Account Specialists deliver exceptional service by handling incoming calls from customers who are inquiring about their mortgage accounts. As the primary point of contact, you will be fully trained in the product and will be able to address any questions, ranging from something as simple as a payment to a more complex issue such as escrow, our customers might have. You will partner up with internal specialists to ensure our customers get access to experts who can further help if needed.

As a Home Lending Account Specialist on the Customer Service Team, you will be the primary point of contact for our customers inquiring about their mortgage accounts. You will handle incoming calls, address customer questions, and partner with internal Specialists to ensure our customers get access to experts who can further help if needed. You will be the face of the Chase brand, delivering exceptional client service by assisting our customers throughout their mortgage needs, offering options and finding the right solutions. Our team members are dynamic, seek opportunities to take initiative, adjust quickly to change, have a positive attitude, develop their skills and help the organization achieve broader objectives.

Job Responsibilities

• Own the customer experience from start to finish while treating customers with respect and displaying empathy
• Inspires customer confidence through business knowledge, reliability, and making appropriate decisions on behalf of our customers quickly and effectively
• Balance the competing responsibilities and goals of a metrics-driven environment
• Demonstrate resiliency and extreme adaptability in a fast-paced environment
• Navigate multiple technologies while staying engaged with our customers
• Document customer account activities thoroughly and concisely
• Demonstrates personal excellence including punctuality, reliability, integrity, and accountability
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Leverages business knowledge, tools and resources to deliver results that meet all Regulatory, Compliance, quality standards and departmental practices
• Maintains a proper control environment whereby current policies, procedures and processes are understood and are followed. Ensures that appropriate documentation is clear and accurate.
• Effectively prioritize work, critical thinking and exercise independent judgement to ensure efficiency

Required Qualifications, Capabilities, and Skills

• High School diploma/GED required
• Minimum of one year call center experience
• Must be willing to work in an environment that requires 100% high volume phone-based customer interaction
• Detail oriented with exceptional communication, interpersonal and problem solving skills
• Proven ability to work effectively in a fast-paced environment
• Ability to think strategically, understand the business objectives, and translate them into actionable items
• Strong desire to learn and become better educated in the mortgage industry
• Demonstrated ability to work independently and as a member of a high performing team
• Maintain the highest standards of honesty, fairness and ethics. May be exposed to confidential information
• Intermediate analytical, computer, and research skills
• Reading and speaking in both Spanish and English fluently is required for this role

Work Schedules:

This is a hybrid (3 days in office / 2 days remote) role located in Plano. Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter.