JPMorgan Loan Servicing Analyst 

United States, Illinois, Chicago 

425460201

Job Responsibilities:

• Maintain a high level of knowledge of our products, services and be able to clearly and accurately explain all aspects of them.
• As a backup, answer incoming calls from internal clients and document systems for every client interaction with emphasis on high quality, professional service and one call resolution.
• 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
• Create, complete reporting as needed

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 work from 10:30 am - 7:00 pm
• 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