JPMorgan Loan Servicing Supervisor - COS Client Contact Center 

Philippines, Quezon City 

35908565

As a Loan Servicing Supervisor, you will report to a Loan Servicing Manager for Loan Resolution & Portfolio Management. You will be responsible for assisting the manager in leading a group of loan servicing analysts accountable for performing outbound and inbound calls from Commercial Term Loan (CTL) clients. As an individual contributor, you have a primary function of assisting in the team's daily operations.

Job Responsibilities:

• Build knowledge of CTL loans and services.
• Drive a high level of service and client experience within the team.
• Support BAU operations and assist the operations manager in resolving complex queries, escalations, and client complaints.
• Partner with loan servicing analysts to understand client issues and ensure timely follow-up for client satisfaction.
• Conduct 2nd tier checks and audits, including call evaluation, QC approvals, and root cause analysis for client survey alerts.
• Manage and support operation projects, driving continuous improvement through data analysis and performance reporting.
• Serve as a liaison between client managers, Operations, Treasury, and the Loan Servicing team to provide optimal service.
• Identify and mitigate issues and risks to prevent fraudulent account behavior and manage controls effectively.
• Prioritize daily workload to maximize productivity using time management and organizational skills.
• Project a confident and professional presence to clients, other bank departments, and the community.
• Escalate complex issues as necessary to resolve client requests in a timely manner.

Required Qualifications, Capabilities, and Skills:

• Client focus with a sense of urgency and service excellence
• Excellent written and verbal communication skills
• Versatile learner with aptitude for new industry, company, product, or technical knowledge
• High level of organization and ability to manage competing priorities
• Consistent professional presence and adaptability to evolving needs
• Exemplary teamwork skills with a professional, positive, and supportive attitude
• Prioritization of multiple tasks under pressure for timely delivery
• Capacity planning, coordination, and interpersonal skills for stakeholder management
• People management and conflict resolution skills
• KPI metrics reporting for self, teams, and stakeholders
• Understanding of US banking and regulatory requirements for data security and protection

Preferred Qualifications, Capabilities, and Skills:

• A college degree is preferred, but not required
• 1-3 years of experience in customer service, operations, sales, or portfolio management, with a preference for experience primarily in banking or the financial services industry.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.