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Chase · 3 weeks ago

Account Specialist IV- Mortgage- Bilingual English & Spanish Required

7255 Baymeadows Way, Jacksonville, FL, 32256, US

Full-time

Onsite

Mid Level

3+ years exp

Chase is seeking an Account Specialist IV in Mortgage to join their dynamic team. This role involves delivering vital support in Home Lending, assisting customers through various servicing transactions and ensuring effective communication throughout the customer life event process.

BankingFinancial Services

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

Qualification

FDCPATCPATILAHome Lending experienceCustomer ServiceBilingual English & SpanishMulti-taskingCommunication skillsProblem solvingTime managementDetail oriented

Required

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

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