Job Description

Job Description

Join the team that supports Home Lending to do the right thing for our customers. If you are detail-oriented, have great oral and written communication skills and can work in a fast-paced environment, this executive office specialist role is for you. 

As an Executive Office Specialist III with Home Lending, you will be responsible for researching and resolving Chase Home Lending complaints. The position is best fit for a candidate with a passion for delivering an exceptional customer-obsessed experience. An optimistic mind-set is necessary as this team deals with Chase’s most difficult escalations on a daily basis. 

Job Responsibilities:

• Speak with and de-escalate upset customers
• Win back upset customers with your Customer Obsession and engage with key business partners to resolve customer escalations
• Work against demanding deadlines for service levels 
• Work in partnership Executive Office Legal for guidance on casework
• Daily account research
• Prepare written responses to provide to our customers
• Adhere to quality standards and professionally represent JPMorgan Chase and the Executive Office

Required Qualifications, Skills, and Capabilities:

• Customer Obsession and positive attitude
• +3 years of Home Lending experience and knowledge of Home Lending policies and procedures, investor, legal and compliance guidelines
• Advanced knowledge of PC software (Word and Excel)
• Ability to work with servicing systems, as well as accurately analyze information from the system (MSP, Agent Desktop, I-Vault, MBWS, Lender Processing Services Desktop, etc)
• Superior customer service and communication skills, which include telephone, written, and interpersonal
• Excellent problem-solving and analytical skills to identify opportunities for improvement, as well as improve customer satisfaction
• Excellent time management and organizational skills with the ability to maintain detailed records

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

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.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

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.

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