Application Instructions

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Step 1: Go to: http://www.chase.com/careers Step 2: In the keyword search field, enter the job number Step 3: Apply online Step 4: Attend the hiring event: Chase Home Lending Hiring Event Thursday August 11, 2011 11:00 am- 7:00 pm 4 Chase MetroTech Center Brooklyn, NY 11245 Walk-ins Welcome!
JPMorgan Chase is an equal opportunity and affirmative action employer M/F/D/V

Customer Care – Metrotech Ctr Brooklyn, NY
Job Number 110064435 – Customer Care Supervisor Description - The Supervisor will be expected to perform the primary activities, which are not limited to the following items: Recruit, develop and supervise staff of employees; Develop, communicate, and track clear, aggressive business goals and objectives and Key Performance Measures (KPMs) for each staff member utilizing the Chase performance review process (PMDP); Provide coaching and feedback to staff members on a monthly basis; ensure staff members are cross-trained to handle different products and Origination/Servicing issues, during low peak periods; Review, evaluate and recommend staff compensation and incentives, as necessary; Assist staff with more complex and/or aged escalated issues, which may include account research, communication with customers, internal/third parties, and ensure thorough and timely resolution to issues; Escalated customer issues, as necessary, and streamline internal process to ensure issues are handled in a timely manner; Track and generate reports concerning department performance to management, and identify opportunities for process improvement and potential root causes; Ensure compliance with Cranston-Gonzales, Fair Lending, Fair Credit Reporting, as well as applicable investor, state and federal laws and guidelines. Qualifications - Three or more years of mortgage loan servicing/banking experience and/or Bachelor's degree in business or a related field; One or more years of prior supervisory experience; Ability to interact with all levels within the organization. Specific emphasis is placed on the ability to effectively interact with Executive and Senior personnel throughout the organization; Ability to interact with third parties including, but not limited to, attorneys, investors, state and federal regulatory representatives; Excellent verbal and written communication skills; Excellent negotiation and customer service skills; Ability to effectively address difficult, elevated customer service issues; Strong interpersonal and relationship-building skills. Job Number 110066389 – Customer Care Manager Description - Manages a team of Customer Care Research Supervisors who oversee staff members responsible for researching and resolving first mortgage loan and/or home equity account related issues received from customer complaints that come in through the Foreclosure Lookback process. Also responsible for developing, communicating, and tracking clear, business goals and objectives and Key Performance Measures (KPMs), ensuring compliance with regulatory requirements, identifying opportunities for process improvement and potential root causes, and providing coaching and development to staff members on a monthly basis. Responsibilities will also include: Recruiting, developing and supervising a team of Foreclosure Lookback staff members; Developing, communicating, and tracking clear, aggressive business goals and objectives and Key Performance Measures (KPMs); Serving as primary point of contact for external partners; Resolving complex and/or aged escalated issues - which may include account research and/or communication with internal partners; Recommending and implementing process changes to ensure issues are handled in a timely manner and within compliance guidelines/expectations; Ensuring compliance with Cranston-Gonzales, Fair Lending, Fair Credit Reporting, as well as applicable investor, state and federal laws and guidelines. Qualifications - HS Diploma or equivalent strongly preferred. College degree a plus but not required; 3 to 5 years Mortgage Servicing experience operations, policies and procedures, investor, legal and compliance guidelines strongly preferred; Ability to work with Servicing systems, as well as accurately analyze information from the system (examples include MSP, DRI, I-Vault, CCW/Workflow, Fortracs); Advanced knowledge of PC software (such as MS Word and Excel); Superior customer service, relationship management and communication skills, which include telephone, written, and interpersonal; Excellent problem-solving and analytical skills to identify opportunities for improvement, as well as improve customer/external partner satisfaction. Excellent

time management and organizational skills with the ability to maintain detailed records; Ability to work effectively with peers and various levels of management; Must possess good judgment and decision-making skills; ability to work independently with limited supervision. Job Number 110064425 – ChaseWorks (Temporary) Customer Care Research Specialist Customer Care Research Specialist-Hours Mon-Fri 8am to 5pm *This position is Temporary-Duration of project is 6 months. Description - Research and resolve escalated mortgage related issues received from senior management, regulatory agencies, and our Legal Department. The issues are received through written correspondence, e-mail and by phone. Duties will also include: Review loan servicing files, supporting documentation, and any other information that may validate or invalidate the claims; Works with management throughout the Chase organization to coordinate steps in the resolution of issues; Document all issues in CHF Lotus Notes Complaint Management Database, and/or Workflow, KO, Fortracs, as well as other necessary servicing platforms; Develops and maintains key contacts and working relationships with various functional servicing areas; Proactively seeks and maintains a working knowledge of select processes and current procedures of other functional areas which are necessary to facilitate research and provide resolution; Obtain approval from all parties involved on recommended course of action. Maintain contact with support areas such as Legal/Compliance (Fair Lending/Regulatory); Communicate/negotiate response and Chase's position with the customer. Prepare self-authored written response, adhering to Chase's business letter-writing guidelines and within RESPA guidelines. Follow-up with customer to ensure satisfaction.

Customer Care – Metrotech Ctr Brooklyn, NY
Qualifications - Must have 1+ years of experience in either a Mortgage or Call Center or lending/finance or legal environment; Excellent research skills require; Must possess superior writing and editing skills; Prefer mortgage operations, with knowledge of policies and procedures, investor, legal and compliance guidelines; Knowledge of PC software (MS Word, Excel, and Access); Ability to work with Servicing systems, as well as accurately analyze information from the system; Superior verbal, written and interpersonal communication skills; Excellent problem-solving and analytical skills to identify opportunities for improvement, as well as improve customer satisfaction; Excellent time management and organizational skills with the ability to maintain detailed records; Ability to work effectively with peers and various levels of management; Demonstration of the Chase Values and Brand Promise attributes; Must possess good judgment and decision-making skills; ability to work independently with limited supervision. ChaseWorks offers temporary opportunities within JPMorganChase, provides flexible schedules, and an opportunity to work for a leading financial powerhouse. What does this mean for you? If you value flexible schedules, competitive salaries, top notch training and a fast paced exciting work environment, then consider ChaseWorks. We are looking for enthusiastic individuals who possess a commitment to superior customer service to join our growing teams. Whether you are looking for a full time, part time, temporary or long term, we have it all in ChaseWorks.

Job Number 110066369 - ChaseWorks Associate - Executive Office Escalated Care Resolution Letter Writer (Temporary) This is a long term temporary position (length of assignment TBD) Description - Responsible for preparing the initial customer response to escalated first mortgage loan and/or home equity account related issues received from customer complaints that come in through the Foreclosure Lookback process. Actions include reviewing supporting documentation and verifying the information needed to address the customer's issue. Review and edit comprehensive response letters to highly escalated customer complaints using information obtained from one or more sources. Responsibilities will also include: Utilizing loan servicing platforms like MSP (Mortgage Service Platform) to verify information and ensure letters meet established Chase quality guidelines; Reviewing initial complaint, additional complaint correspondence, and notes, against the provided resolution to ensure that all of the complainants' issues have been properly addressed; Reviewing documentation, attachments and coding within WebER (internal tracking system) to ensure that all required fields and items are present; Drafting the initial customer response letter, based upon the comments and related review above; Documenting actions within WebER. Qualifications - HS Diploma or equivalent strongly preferred: Bachelor's degree in English, Journalism, or related field preferred; Excellent written and verbal communication skills; Superb organizational and time management skills; Strong ability to quickly learn new platforms, programs, and procedures; High attention to detail; Team player with a high degree of flexibility; Self-starter who works well in a fast-paced environment; Excellent Microsoft Office (Word, Excel, Access) skills; Mortgage knowledge preferred. ChaseWorks offers temporary opportunities within JPMorganChase, provides flexible schedules, and an opportunity to work for a leading financial powerhouse. What does this mean for you? If you value flexible schedules, competitive salaries, top notch training and a fast paced exciting work

environment, then consider ChaseWorks. We are looking for enthusiastic individuals who possess a commitment to superior customer service to join our growing teams. Whether you are looking for a full time, part time, temporary or long term, we have it all in ChaseWorks.

Application Instructions:
Step 1: Go to: http://www.chase.com/careers Step 2: In the keyword search field, enter the job number Step 3: Apply online Step 4: Attend the hiring event: Chase Home Lending Hiring Event Thursday August 11, 2011 11:00 am- 7:00 pm 4 Chase MetroTech Center Brooklyn, NY 11245 Walk-ins Welcome!
JPMorgan Chase is an equal opportunity and affirmative action employer M/F/D/V

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