Description
Home Lending Account Specialists deliver exceptional service by handling incoming calls from customers who are inquiring about their mortgage accounts. As the primary point of contact, you will be fully trained in the product and will be able to address any questions, ranging from something as simple as a payment to a more complex issue such as escrow, our customers might have. You will partner up with internal specialists to ensure our customers get access to experts who can further help if needed.
As a Home Lending Account Specialist, you are the face of the Chase brand – delivering exceptional client service by assisting our customers throughout their mortgage needs, offering options and finding the right solutions.  Our team members are dynamic, seek opportunities to take initiative, adjust quickly to change, have a positive attitude, develop their skills and help the organization achieve broader objectives.
Job Responsibilities
Own the customer experience from start to finish while treating customers with respect and displaying empathy
Inspires customer confidence through business knowledge, reliability, and making appropriate decisions on behalf of our customers quickly and effectively
Balance the competing responsibilities and goals of a metrics-driven environment
Demonstrate resiliency and extreme adaptability in a fast-paced environment
Navigate multiple technologies while staying engaged with our customers
Document customer account activities thoroughly and concisely
Demonstrates personal excellence including punctuality, reliability, integrity, and accountability
Approach problems logically and with good judgment to ensure the appropriate customer outcome
Leverages business knowledge, tools and resources to deliver results that meet all Regulatory, Compliance, quality standards and departmental practices
Maintains a proper control environment whereby current policies, procedures and processes are understood and are followed. Ensures that appropriate documentation is clear and accurate.  
Effectively prioritize work, critical thinking and exercise independent judgement to ensure efficiency
Required Qualifications, Capabilities, and Skills 
High School diploma/GED required
Minimum of one year call center experience
Must be willing to work in an environment that requires 100% high volume phone-based customer interaction
Detail oriented with exceptional communication, interpersonal and problem solving skills
Proven ability to work effectively in a fast-paced environment
Ability to think strategically, understand the business objectives, and translate them into actionable items
Strong desire to learn and become better educated in the mortgage industry
Demonstrated ability to work independently and as a member of a high performing team
Maintain the highest standards of honesty, fairness and ethics. May be exposed to confidential information
Intermediate analytical, computer, and research skills
Reading and speaking in both Spanish and English fluently is required for this role 
Work Schedules:
This is a hybrid (3 days in office / 2 days remote) role located in Tempe.  Work schedules will vary.  Candidates must be willing to work schedules during our operating hours, which include evenings and weekends.  Specific information will be provided by the Recruiter.
Requisition Type
Professional
Job Schedule
Full time