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Loan Process Specialist

2 weeks ago

Manila, National Capital Region, Philippines beBeeCustomer Full time
Job Description:

As a Client Care Specialist II, you will be responsible for guiding customers throughout the loan process. This includes requesting any additional documentation, following up on necessary conditions, and answering customer questions.

The Client Care Specialist is responsible for effectively communicating loan terms and conditions to our customers. This may include discussing loan programs, terms, conditions, and fees.

In this role, you will carry a pipeline of government (FHA/VA), conventional, and purchase loans from initial conditional approval through final underwriting approval.

You will contact customers after loan conditional approval, upon final approval, and with follow-up calls in between. Discussions may involve structure of conditional approval, reviewing and requesting outstanding conditions or documentation, and discussing next steps in the process.

Job Responsibilities:
  • Focus constantly on customer service throughout the process, leading to delivering best-in-class service.
  • Contact customers after loan conditional approval and upon final approval, including all follow-up calls in between.
  • Call customers/co-customers to obtain necessary information or documentation when needed to complete any action item.
  • Update system of record information and maintain up-to-date communication logs to ensure smooth downstream process.
  • Contact customers to discuss final loan terms and conditions, address questions, and propose a time frame for loan signing.
  • Address immediately all issues and concerns raised by customers and involve Mortgage Banker when appropriate.
  • Escalate issues or concerns to team manager when applicable.
Required Qualifications, Skills, and Capabilities:
  • Minimum 2-5 years client/customer service experience.
  • High school diploma or equivalent required.
  • Strong troubleshooting and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Ability to communicate clearly and concisely while being aware of their audience.
  • Ability to explain underwriting conditions to our customers.
Preferred Qualifications, Skills, and Capabilities:
  • 2-5 years mortgage processing or underwriting working experience in conventional financing.
  • Bachelor's degree preferred.
  • Previous call center experience, managing a mix of inbound and outbound calls in a fast-paced environment.
  • Effectively utilize tools like priority reports, call reviews, and/or loan originations system.
  • Propose solutions to problems and utilize available resources.
  • Effectively prioritize workload with ability to multi-task.
Important Notes:

This position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008.

Employment in this position is contingent upon compliance with Truth in Lending Act/Dodd Frank Loan Originator requirements.

Continued employment in this position with JPMorgan Chase is contingent upon compliance with the SAFE Act, including successful registration and timely completion of annual renewal and required updates thereafter.