Account Specialist IV Mortgage

Job Description

Help customers navigate important moments in their homeownership journey. In this role, you’ll provide high-quality mortgage servicing support and clear guidance on requirements and next steps. You’ll partner with internal teams to progress cases accurately and efficiently. You’ll also contribute to process improvements that strengthen the customer experience. If you enjoy problem solving in a customer-focused, fast-paced environment, this opportunity is for you.

Job summary

As a Mortgage account specialist in a mortgage servicing support team (TBD) , you will support customers and approved third parties through mortgage servicing life-event transactions and account resolution activities. You will explain requirements, coordinate and review documentation, and communicate decisions and next steps throughout the process. You will use sound judgment to escalate issues appropriately while maintaining accurate, timely updates in line with policies and regulatory requirements.

Job responsibilities

• Serve as a primary point of contact for customers and approved third parties (e.g., attorneys, trustees, courts, investors) throughout assigned servicing processes
• Respond to customer inquiries and place inbound and outbound calls to progress servicing transactions and delinquency resolution efforts
• Explain available customer pathways, including payment arrangements, retention options, and liquidation options, as applicable
• Clearly communicate documentation requirements, timelines, and next steps to customers and approved third parties
• Review customer-submitted documentation for completeness and accuracy, and identify missing or conflicting information
• Coordinate with internal review partners to progress cases and resolve documentation or processing gaps
• Communicate decisions and outcomes to customers and explain required actions following a decision
• Monitor adherence to required customer actions and follow up to support timely completion of the process
• Maintain accurate case notes and status updates in designated systems
• Identify process gaps and recommend improvements that support operational effectiveness and customer experience

Required qualifications, capabilities and skills

• Knowledge of applicable consumer financial regulations for customer contact and mortgage servicing work (e.g., Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), Truth in Lending Act (TILA))
• Strong verbal and written communication skills, including the ability to explain requirements and decisions clearly
• Demonstrated customer service skills with the ability to build and maintain positive working relationships
• Strong active listening skills and the ability to provide appropriate, policy-aligned resolution guidance
• Strong organizational and time management skills, with the ability to manage multiple cases and deadlines
• Strong attention to detail and the ability to follow policies, procedures, and regulatory requirements
• Ability to learn and apply complex information and escalate issues appropriately
• Ability to work effectively under pressure in a fast-paced, customer-facing environment
• High school diploma or equivalent

Preferred qualifications, capabilities and skills

• 3 years of experience in mortgage servicing or home lending operations (e.g., assumptions, customer service, loss mitigation, underwriting support, foreclosure support, bankruptcy support, loan originations)
• 1 year of experience in a high-volume customer contact center or sales environment
• College degree

 

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

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.

For many, owning a home is the ultimate dream and we’re here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.