JPMorgan Client Care Specialist II - July Class 

Philippines, Quezon City 

319806939

Job Responsibilities

• Consistently focus on customer service throughout the process that leads to delivering best in class service, thru both inbound and outbound calls.
• Ensure completion of any action item necessary in progressing with customer’s loan in the form of information of documentation within a given timeframe.
• Ensure to update the information in the system of record as well as keep up to date and accurate communication logs ensuring a smooth downstream process for the customer.
• Contact the customer to discuss the final terms and conditions of the loans to ensure understanding. Discuss a proposed time frame the loan signing.
• Immediately address all issues and concerns raised by the customer and involve the Mortgage Banker when appropriate.
• Work daily priorities as assigned by the system ensuring timely completion of tasks.

Required Qualifications, Skills and Capabilities

• Minimum of 2 years of voice customer service-oriented experience in the call center industry required.
• Excellent written and verbal communication skills, with ability to communicate clearly and concisely while being aware of their audience.
• Effectively utilizes all tools such as priority reports, call reviews, and/or loan originations system in performing tasks and addressing concerns.
• Strong trouble-shooting and problem-solving skills. Able to propose solutions to problems and utilizes all available resources, when needed (Mortgage Banking Guide Team, Service Level Agreements, etc.).
• Effectively prioritizes their workload with ability to multi-task.
• Amenable to working onsite in BGC, following US time

Preferred Qualifications, Skills and Capabilities

• High school diploma or equivalent required, Bachelor’s degree preferred.
• Ability to explain underwriting conditions to customers.
• Exposure to high-touch clients is an advantage.