JPMorgan Middle Office Client Contact Center – Loan Servicing Analyst 

Philippines, Quezon City 

238520354

As a Loan Servicing Analyst in our Commercial Banking Middle Office, you will be handling inbound calls from our internal clients, providing high-quality, professional service with a focus on one-call resolution. You will have the opportunity to analyze and interpret transactions, statements, and loan documents, providing resolutions to our clients. In this fast-paced, constantly evolving environment, you will multitask various duties, ensuring timely task delivery. You will be part of a team that values professionalism, positivity, and supportiveness, assisting the team lead/manager in resolving complex process queries, escalations, client complaints, and operational challenges. Your role will be crucial in supporting operational projects and promoting continuous improvement efforts within the team.

Job Responsibilities

As a Loan Servicing Analyst in Commercial Banking Middle Office, your responsibilities would include:

• Handle inbound calls from internal clients
• Provide high quality, professional service with emphasis on one call resolution. Provide Client Service Support on payment and draw request, processing information and instructions received via email with clear and concise responses
• 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.
• Can work in fast paced constantly evolving environment. Ability to multitask with varies duties and ensure timely delivery of task
• 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.
• Function as the main subject matter expert by doing second tier checks & audits such as, but not limited to, Quality Control and Approvals, New Hire Training, and refresher sessions in the team.
• Support operational projects and drive continuous improvement efforts with the team including data analysis and day to day performance reporting.
• Understand US banking & regulatory requirements around data security and data protection. Identify issues/risks in the process and effectively support the leadership team in providing controls around them.
• Perform additional duties as assigned by the leadership team

Required qualifications, skills and capabilities

• Drive for client focus with a sense of urgency and service excellence
• Ability to work flexibly between 9:00 PM to 9:00 AM Manila Time and adaptive to business need
• 2+ years Contact Center or Loan Servicing experience
• Must have strong written and verbal skills. Proficient in Microsoft Office suite
• Ability to work independently and as part of a team. Strong time management and prioritization skills. Ability to use multiple applications, browsers, and instant messenger simultaneously. Controls and innovation mindset
• Self-driven, eager to learn. Strong analytical and problem solving skills
• 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