JPMorgan Loan Servicing Analyst 

Philippines 

490082984

Job Responsibilities:

• 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
• Maintain a high level of knowledge of our products, loan types, and services and be able to clearly and accurately explain all aspects of them. Analyze and interpret transactions, statements, and loan documents in order to provide inquiry resolution to our clients.
• Thoroughly research accounts, documentation and complete servicing forms needed to fulfill client requests; including completing & following up cases / tickets to obtain in-depth information and research required from appropriate downstream departments
• Provide clear and concise responses to clients via e-mail. Support specialists if there’s a business need.
• Assist the team lead / manager in resolving complex process queries, escalations, client complaints and operational challenges. Perform additional duties as assigned by the leadership team
• Function as the main subject matter expert by doing second tier checks & audits
• 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.
• Strong understanding of 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.
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude.

Required qualifications, capabilities, and skills:

• 5+ years experience in loans
• Drive for client focus with a sense of urgency and service excellence
• Excellent fluency in business communications - verbal and written
• Strong time management and prioritization skills. Analytical and problem solving skills
• 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
• Controls and innovation mindset
• Ability to adapt to changes when transitioning or given a new tasks / work
• Willingness to work in any shifts and adaptive to business need
• Strong problem solving and troubleshooting skills
• Ability to use multiple applications, browsers, and instant messenger simultaneously