JPMorgan Middle Office Client Contact Center – Loan Servicing Specialist IV 

Philippines, Quezon City 

198833210

Job Responsibilities

• Handle inbound calls from internal clients
• Provide high quality, professional service with emphasis on one call resolution.
• Analyze and interpret transactions, statements, and loan documents in order to provide resolution to our clients.
• Maintain a high level of knowledge of our products, services and be able to clearly and accurately explain all aspects of them.
• Ability to work in fast paced constantly evolving environment.
• Ability to multitask with varies duties and ensure timely delivery of task
• Provide Client Service Support on payment and draw request, processing information and instructions received via email with clear and concise responses
• Thoroughly research accounts, documentation and complete servicing forms needed to fulfill client requests; including completing and following up cases or tickets to obtain in-depth information and research required from appropriate downstream departments
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude.
• Assist the team lead / manager in resolving complex process queries, escalations, client complaints and operational challenges
• Strong understanding of US banking & regulatory requirements around data security and data protection. Drive for client focus with a sense of urgency and service excellence

Required qualifications, skills and capabilities

• 5+ years Contact Center or Loan Servicing experience
• Strong written and verbal skills. Strong time management and prioritization skills. Strong analytical and problem solving skills
• Proficient in Microsoft Office suite
• Ability to work independently and as part of a team. Ability to use multiple applications, browsers, and instant messenger simultaneously
• Self-driven, eager to learn. Controls and innovation mindset
• Ability to adapt to changes when transitioning or given a new task / work. Ability to handle and analyze KPIs and other team metrics
• Ability to create / re-create excel and other type of reporting for self, teams and stakeholder