JPMorgan Loan Servicing Supervisor 

United States, Illinois, Chicago 

307694861

Job Description

As aLoan Servicing Supervisor, you are a trusted member of theeam and deeply connected, you are expected to deliver an excellent client experience and help with growth and success forall clients and Loan Servicing Specialist. YIn this role, you will serve to help research and solve issues for our Commercial Term Lending clients. Communicate through Zoom, email, and phone to build strong relationships and provide a level of service that JP Morgan Chase customers have learned to expect.

Job Responsibilities:

• Maintain a high level of knowledge of products, loan types, and services
• As a backup, answer incoming calls from internal and external clients and document systems for every client interaction with emphasis on high quality, professional service and one call resolution. Perform outbound calls/ courtesy calls to clients
• Support specialists in daily tasks
• Resolve complex process queries, escalations, client complaints and operational challenges.
• Perform additional duties as assigned by the Management
• Function as the main subject matter expert
• Support operational projects and drive continuous improvement efforts with the team including data analysis and day to day performance reporting.
• Ability to prioritize multiple tasks under pressure and ensure timely delivery of tasks.
• Track and calculate complex issues
• Coach behaviors for a success
• Create, complete reporting as needed
• Investigate root causes of process inefficiencies and make proposals on opportunities for process improvement.
• Take ownership, act with a sense of urgency and exceed expectations by over-communicating.
• Interact with other teams to collaborate and problem-solve
• Be empowered to initiate change to further drive superior service improvements and product offerings.
• Adhere to the department policies and procedures for client requests.
• Work independently and in a team environment to maximize productivity in a most efficient manner.
• Exhibit a positive, can-do attitude

Required Qualifications, Skills and Capabilities:

• 3+ years of experience in customer service, operations, or call center environment
• A strong aptitude for strategic thinking and tactical execution
• Ability to manage concurrent assignments in an effective, efficient, and organized manner
• Strong analytical, problem solving and proven decision-making skills
• Excellent organizational skills and the ability to manage, prioritize, work under pressure, and meet tight deadlines
• Excellent verbal and written communications skills; able to effectively communicate clearly and concisely
• Strong interpersonal and influencing skills, with the ability to establish credibility and strong partnership with senior business and control partners
• Ability to use data to create metrics and reporting
• Proficient in MS Office (Excel, PowerPoint, Word)

Preferred Qualifications:

• College degree
• Previous banking or financial service industry work experience