Customer Service Specialist - Home Lending jobs at Jpmorgan in Philippines, Quezon City

As a Tech Risk & Controls - Quality Management & Controls SME within the CTC organization, you will act as a risk partner and consultant, promoting control compliance with policies and standards while focusing on quality management practices. This role will be critical in enhancing existing processes and ensuring the integrity of controls across various technology initiatives.

Job Responsibilities:

• Provide guidance and best practices to drive awareness and understanding of the technology risk and controls framework, specifically focusing on quality management and controls challenges.
• Serve as a Controls-focused escalation Subject Matter Expert (SME) for customers and the CTC Service Desk, addressing complex queries and providing expert advice on control-related issues.
• Lead quality assessments and control reviews to identify risks and ensure compliance with organizational standards.
• Collaborate with cross-functional teams to ensure the accuracy and relevance of quality management processes and controls.
• Enhance the Quality Assurance/Quality Control (QA/QC) processes of the CTC Service Desk, implementing best practices to improve service delivery and customer satisfaction.
• Develop and implement governance frameworks for quality assurance and control processes.
• Monitor and evaluate the effectiveness of quality management initiatives, making recommendations for continuous improvement.
• Provide training and support to stakeholders on quality management processes and tools, including best practices for control implementation.
• Stay updated on industry trends and emerging technologies in quality management, controls and cybersecurity.

Required Qualifications:

• Experience : In technology risk management, quality management, or controls.
• Analytical Skills : Ability to analyze quality from a risk and governance perspective, identifying gaps and improvement opportunities.
• Technical Proficiency : Familiarity with quality management systems, control frameworks, and integration techniques.
• Project Management : Strong organizational skills with the ability to manage multiple tasks and priorities, focusing on risk reduction.
• Cybersecurity Knowledge : Strong understanding of cybersecurity principles and practices as they relate to quality management.
• Agile Methodologies : Familiarity with Agile methodologies and the Scrum framework.
• Customer Service Experience : Understanding of how quality management adds value to self-service and operational process.
• Communication Skills : Excellent communication and collaboration skills, with the ability to represent governance forums effectively.

Preferred Qualifications:

• Certifications : Relevant certifications such as Six Sigma, Quality Management Professional (QMP), or similar are a plus.

Job Responsibilities:

• Serve as the first point of contact for Wealth Management clients.
• Provide exceptional customer service and product knowledge.
• Communicate with customers via phone and email to deliver high-quality responses.
• Collaborate with other departments to resolve client queries.
• Adapt communication style to meet customer needs.
• Identify and recommend improvements within the Customer Support function
• Handle challenging conversations, including complaints.

Required Qualifications, Capabilities, and Skills:

• Proficient in Korean language both verbal and written
• Excellent customer service skills in telephone and email etiquette
• Strong client focus and interpersonal skills.
• Proactive mindset with a focus on continuous improvement.
• High level of technical skill in the field of expertise.
• Ability to exercise discretion and judgment.

Preferred Qualifications, Capabilities, and Skills:

• University degree in Economics, Finance, or equivalent work experience.
• Experience in a customer service role, preferably in financial services.
• Excellent communication skills.
• Empathetic problem solver with a passion for learning.

Additional Information:

• Shift Schedule: 8:00 AM-5:00 PM MNL Time (Mon-Fri)
• Work Setup: Full Time Onsite

Job Responsibilities

• Drive project deliverables by proactively engaging team members and stakeholders to advance the HL Roadmap.
• Partner with Area Product Owners and product teams to refine product backlog and execute the product roadmap.
• Define and present feature strategies, writing epics, user stories, and acceptance criteria for agile development.
• Participate in all agile events as an active product group team member.
• Execute timely Production Validations and conduct lessons learned to improve future processes.
• Generate and maintain business requirements, process maps, and flows as needed.
• Serve as a Subject Matter Resource by understanding relevant environments and scope.
• Collaborate with interfacing teams to evaluate dependencies, requirements, and schedules.
• Conduct elaboration sessions to refine requirements and capture customer needs beyond initial questionnaires.
• Identify, communicate, and escalate risks, blockers, and impacts to ensure timely project delivery.
• Manage existing product features and lead research, definition, and development of new features to advance the roadmap.

Required Qualifications, Capabilities, and Skills

• Experience in business analysis or product management roles using agile methods
• Experience developing business requirements, writing user stories, and creating testing conditions and validation criteria
• Demonstrated ability to work independently and self-direct tasks
• Strong collaboration skills with experience coordinating across business and technology teams
• Proficiency in Microsoft Office Suite, including Excel, Word, Visio, and PowerPoint
• Working knowledge of agile processes and principles, including agile project management tools (Confluence, Align, JIRA)
• Experience managing agile, cross-functional teams through influence
• Strong oral and written communication skills
• Analytical and problem-solving skills
• Ability to work in Eastern Standard Time hours and overlap with India Standard Time as needed
• Experience in consumer-facing technology product launches

Preferred Qualifications, Capabilities, and Skills

• Understanding of US Mortgage drivers and broader business context
• Familiarity with API, ETL, Kafka, and AWS Cloud infrastructure
• Knowledge of applications used in Home Lending Servicing environments
• Experience in product management focused on technology products
• Ability to communicate and influence across various organizational levels
• Leadership skills in driving product vision and strategy
• Experience in research, definition, and development of new product features

TENURE:

• Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.

PERFORMANCE:

• Meets satisfactory performance standards as defined by the firm

By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.

As a Customer Service Vice President within Wealth Management, you will drive operational excellence in team. You will lead a team of Customer Support associates, ensuring the delivery of KPIs and high-quality customer service experiences. You will manage service delivery processes, prioritize and resolve service requests, and provide leadership in line with JP Morgan values.

Job Responsibilities:

• Manage a team of Customer Support Associates and collaborate with regional Customer Service leaders.
• Oversee contact center operations and make strategic decisions.
• Define and implement action plans to achieve results.
• Lead recruitment, training, IT development, and logistics planning.
• Serve as a focal point between clients and internal departments.
• Drive operational results, ensuring SLAs and KPIs are met.
• Take ownership of complex problems and resolve ongoing issues.
• Adhere to firm controls, policies, procedures, and regulations.
• Assist with escalated issues from team members.

Required Qualifications, Capabilities, and Skills:

• Proficient in any of these foreign languages – Mandarin, Japanese or Korean
• Experience managing teams in the Customer Service/contact center industry in Financial Services.
• Experience managing KPIs and SLAs.
• Strong leadership, management, analytical, and decision-making skills.
• Customer and achievement orientation.
• Fast learner and independent problem solver.
• Aptitude for process improvement and a flexible approach to change.
• Passion for continuous learning and improvement.

Preferred Qualifications, Capabilities, and Skills:

• University degree in Business Administration, Economics, Finance, or equivalent work experience (preferred but not mandatory).
• 4+ years supporting service teams in a leadership capacity.
• 4+ years experience with Client Service/Contact Center solutions.
• 4+ years experience with CRM and help desk software.
• Lean/Six Sigma certification.
• Exposure to a wide array of financial products.

Additional Information:

• Shift Schedule: 8:00 AM-5:00 PM MNL Time (Mon-Fri)

As an Underwriting Specialist in Private Banking Mortgage, you will play a critical role in supporting the mortgage business through comprehensive underwriting analysis. You will review and enter loan information, analyze income and credit, and assess collateral and financial statements to determine credit risk. You will partner with internal teams to resolve exceptions and ensure loans progress to final decisions, all while adhering to regulatory timelines. You will leverage your expertise to identify risks, suggest process enhancements, and contribute to a culture of accuracy and compliance.

Job Responsibilities:

• Achieve daily production targets and complete priority reviews within stipulated timelines
• Maintain process accuracy targets, ensuring less than 5% high QA error rate, and uphold high hygiene standards by following all process controls without lapses
• Assist in data collection and report preparation on various metrics to support business initiatives
• Identify and escalate issues, exceptions, and procedure gaps to management for timely resolution
• Interact with global stakeholders to resolve process issues and enhance process controls
• Allocate 90% of productive time to processing and 10% to business initiatives, reporting, and training activities
• Suggest process enhancements and automations for improved controls, and perform periodic risk and controls analysis with the team
• Review and enter loan information according to current underwriting guidelines, ensuring accuracy and compliance
• Analyze income by reviewing and validating US documents for debt-to-income ratio calculations, and conduct credit analysis including review of credit reports, scores, and public records in adherence to FACT ACT and FCRA regulations
• Analyze personal financial statements and asset statements to determine liquidity and leverage ratios, and assess collateral risks by reviewing purchase contracts, addendums, and property appraisal reports
• Coordinate with Mortgage Solutions Team and other internal teams to develop necessary credit information, add and review relevant underwriting conditions, resolve exceptional scenarios, identify credit risks and collateral variances, and ensure adherence to the 30-day timeline for all credit decisions per Regulation B (ECOA).

Required qualifications, capabilities and skills:

• Bachelor’s degree in Business, Finance, Accounting, or related field
• Two years of mortgage underwriting experience in US mortgage loan originations
• Experience reviewing and analyzing US financial documents, including asset statements, personal financial statements, profit and loss statements, personal tax returns, and credit reports
• Exposure to production management, work allocation, prioritization, exception handling, and process documentation
• Thorough understanding of all stages of the mortgage originations life cycle
• Expertise in mortgage underwriting concepts, ratios, and calculation methods, including debt-to-income, loan-to-value, liquidity, and leverage ratios
• Working knowledge of major US mortgage regulations

Preferred qualifications, capabilities, and skills:

• Three years of mortgage underwriting experience in US mortgage loan originations
• Advanced proficiency in risk and controls analysis
• Experience collaborating with global teams
• Strong analytical skills with attention to detail
• Effective time management and adaptability to US, Asia, and EMEA shifts
• Excellent communication and teamwork skills
• Proven ability to suggest process enhancements and automations

Job responsibilities

• Lead and conduct analysis and reporting using various data sources to identify optimization, automation and data opportunities, providing actionable insights that shape strategic decisions and measure benefits.
• Gather information and prepare independent research and analysis, developing executive-ready recommendations and innovative solutions for business challenges.
• Partner with business stakeholders to surface, synthesize, and prioritize demand, ensuring strategic alignment and preventing duplication.
• Translate operational challenges and business needs into structured, actionable requirements for technical teams, clearly articulating ROI, risk reduction, and efficiency gains.
• Facilitate and support design workshops, process documentation, and journey mapping to frame opportunities and refine requirements.
• Collaborate with business operations, optimization, automation and data or tech teams throughout solution development and testing, ensuring business context is preserved.
• Track delivery outcomes, adoption rates, efficiency gains, and ROI metrics; prepare executive-ready reports and presentations.
• Drive post-delivery enablement by overseeing solution adoption, leading user training, facilitating knowledge transfer, and gathering feedback from business units to ensure solutions meet needs and inform future improvements through lessons learned and continuous improvement.
• Validate delivered solutions against expected outcomes, map current processes, and quantify potential ROI.
• Coach and mentor less experienced team members and contribute to building and evolving the Insights & Enablement practice.

• Validate delivered solutions against expected outcomes, map current processes, and quantify potential ROI.

• Coach and mentor less experienced team members, and contribute to building and evolving the Insights & Enablement practice.

Required qualifications, capabilities, and skills

• 3+ years of experience in business analysis, process improvement, or operations strategy.
• Strong analytical, qualitative, and quantitative skills; ability to conduct independent research and provide actionable recommendations.
• Knowledge of or strong understanding of dashboards, business information systems, and data management practices.
• Experience with Lean Six Sigma, process improvement, or continuous improvement methodologies.
• Ability to document and visualize processes; familiarity with journey mapping techniques and tools (e.g., Visio, Lucidchart, Miro).
• Ability to synthesize findings into executive-ready documents and presentations with clear recommendations.
• Proven problem-solving and critical thinking capabilities.
• Effective communicator with strong verbal and written skills, including the ability to engage with senior management.
• Strong project planning and organizational skills; able to manage multiple demands simultaneously.

Preferred qualifications, capabilities, and skills

• Bachelor's degree or higher
• Exposure to data visualization tools (Power BI, Tableau, Qlik).
• Background in change management, enablement, or user adoption.
• Prior experience in preparing executive-level insights and ROI tracking.

Job Summary:

As a Data Operations Associate in Commercial and Investment Bank - Middle Office, you conduct independent analysis to uncover patterns leading to new questions and solutions through data collection, integrity, utilization, requirements, and analysis. You apply your technical knowledge and problem-solving methodologies across multiple applications of moderate scope. Use your elevated technical skills to support the design and development of metrics reporting and dashboards to enable Operations Management to execute their strategic objectives and ensure conformance with all controls, policies, and procedures.

Job Responsibilities:

• Execute data migration efforts, ensuring seamless integration and minimal disruption to business operations.
• Develop and maintain ETL processes to support data migration and integration.
• Create and maintain dashboards and reports using tools like Qlik, Tableau and Power BI to provide insights to business stakeholders.
• Collaborate with business units to understand functional requirements and reporting needs, translate them into technical and data requirements, and deliver actionable insights.
• Implement data quality checks and validation processes to ensure data accuracy and reliability.
• Provide technical expertise and support for data-related projects and initiatives.
• Troubleshoot and resolve data issues in a timely manner.
• Maintain detailed documentation of data processes, systems, and workflows. Ensure adherence to regulatory requirements and company standards.

Required qualifications, capabilities, and skills:

• Minimum of 2 years of experience in data operations, data migration, and data visualization.
• Proven experience with data migration projects and tools
• Proven experience working with structured and semi-structured data
• Strong understanding of data warehousing and data modeling concepts.
• Familiarity with ETL processes and tools ( Python, Alteryx, Snowflake, and AWS environment)
• Proficiency in data analysis tools such as SQL, Python, Tableau, and Power BI.
• Strong analytical and problem-solving skills with high attention to detail
• Excellent verbal and written communication skills to convey complex data insights to non-technical stakeholders.
• Ability to manage multiple projects and meet deadlines.
• Strong team player with the ability to work collaboratively in a cross-functional environment.

Preferred qualifications, capabilities, and skills:

• Bachelor’s degree.
• Knowledge of query writing and execution using data analysis tools.
• Certification in Data Technology, Agile, or other project management applications.
• Experience with additional data analysis tools and technologies such as R, SAS, Hadoop, and Spark. (Plus)
• Understanding of data governance and data quality management principles.