Req # : 190044311
J.P. Morgan is a leading global financial services firm, established over 200 years ago :
We are the leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management.
We have assets of $2.5 trillion and operations worldwide
We operate in more than 100 markets.
We have more than 243,000 employees globally.
A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.
P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at
Our wholesale businesses include J.P. Morgan’s Asset Management, Commercial Banking and the Corporate & Investment Bank which provide products and services to corporations, governments, municipalities, non-
profits, institutions, financial intermediaries and high-net worth individuals and families. Our corporate functions support the entire organization and include the following functions : Accounting, Audit, Finance, Human Resources, Operations, and Technology.
Roles & Responsibilities :
CTL Customer Care is a part the CTL Loan Servicing Department. Customer Care answers incoming calls from CTL clients. Assisting them with payments through PayConnexion (pay by phone), explaining all aspects of ARM’s, Escrows, Escrows Analyses, Loan Documents, Loan Histories, Payoffs and assist with outbound courtesy calls.
They complete requests to correct cash transactions, late fee waivers along with assisting with marketing leads.
The representative will be responsible for document intake and inbound / outbound client contact. A successful candidate will perform core processes including responding to vendor clarifications, explaining reporting requirements (i.
e. Operating Statements, Rent Rolls, and Financial Documents) to clients as outlined in the deed of trust, and working in tandem with PM business partners to collect outstanding documentation and / or respond to client inquiries in an effort to effectively serve CTL clients.
Answer incoming calls from CTL clients and document system (Strategy, Call Type Database, Marketing Lead system, and CREAM)
Provide positive and professional service with emphasis on one call resolution where possible while maintaining average handle time expectations
Generate leads for new loans from incoming calls, take marketing leads and complete lead Tracker, encourage callers to sign up for Autopay (automatic payment draft)
Clearly and accurately explain all aspects of ARMs, Escrows, Escrow Analyses, Loan Documents, Loan Histories, Payoffs, and Prepayment Premiums.
Explaining the payments amounts due including changes due to ARM adjustments, lender placed insurance, delinquent taxes, escrows, and escrow analysis
on Commercial Term Lending mortgage loans that are up to 60 days past due with loan balances up to $20 million in compliance with basic FDCPA standards
Determine reason for delinquency, take and follow up on promises to pay with the goal to cure delinquency in a professional and positive manner before the loan reaches 60 days past due.
Assist in contacting borrowers on delinquent Taxes
Assist on inbound calls regarding financials for commercial portfolio
Complete transaction forms / Aurora tickets to correct cash transactions and waive fees according to investor and company guidelines
Complete Aurora tickets to obtain in-depth information and research required from appropriate support departments
Perform additional duties as requested by Manager or Lead Specialist
2-3 years call center experience in mortgage loan environment
Excellent customer service skills with clear and positive telephone manner
Must have strong written and accurate keyboarding skills
Complete understanding of mortgage mathematics and mortgage mechanics (amortization, payment application, ARM adjustments , prepayment charges, late charges, etc.)
Knowledge of basic loan documentation (Deed of Trust, Security / Mortgage Agreement)
Ability to work independently and as part of a team
Good time management skills
Self-driven, eager to learn
High School Diploma or equivalent required (some college preferred)
Must be able to work a 8 : 00am 5 : 00pm or 10am-7pm shift (US Time)