Home Lending Web Support Account Specialist IV - Bilingual (English & Spanish Required)

JPMorgan Chase & Co.•Tempe, AZ

53d

About The Position

Join a team where your expertise and empathy make a real difference for customers pursuing homeownership. As an Account Specialist III, you will play a key role in guiding customers through the home lending journey, providing clear and accurate support at every step. You will have the opportunity to build meaningful relationships, resolve complex inquiries, and contribute to a positive customer experience. If you thrive in a fast-paced environment and are passionate about helping others, this is the role for you. Job Summary As an Account Specialist III in the Home Lending Call Center, you provide direct support to customers and business partners throughout the home loan origination process. You will use your communication skills and attention to detail to deliver timely, accurate, and personalized service. In this role, you will collaborate with a dynamic team, adapt to changing needs, and help customers achieve their homeownership goals.

Requirements

Minimum 2 years of experience in banking or credit industry
Minimum 2 years of customer service experience, including direct interaction via phone or email
Experience in mortgage banking origination, with knowledge of home lending channels, processes, and systems
Ability to work in an environment requiring 100% phone-based customer interaction
Strong oral and written communication skills
Effective problem-solving and reasoning abilities
High attention to detail and conscientiousness
Ability to empathize and understand customer perspectives
Adaptability and openness to change
Patience, composure, and professionalism in all interactions
Proactive, self-directed, and accountable
Bilingual proficiency in Spanish and English

Nice To Haves

Experience building strong relationships in a call center environment
Technical understanding of web browsers
Ability to handle difficult customer situations with resilience
Demonstrated initiative and responsibility in previous roles
Experience working in a fast-paced, dynamic environment
Strong interpersonal skills

Responsibilities

Provide clear, accurate, and direct support to customers and business partners during the home loan origination process
Communicate professionally via phone and email to address inquiries and resolve issues
Identify customer needs and deliver one-and-done service solutions
Maintain composure and professionalism in challenging situations
Review and synthesize loan information to proactively prevent issues
Respond to customer requests and keep them fully informed throughout the process
Research and resolve loan-related concerns to ensure accuracy and successful loan closure
Manage time effectively and multitask to meet individual and team goals for call quality and customer service
Build strong relationships with customers and internal partners
Assess urgency of inquiries and determine appropriate actions and response timeframes
Demonstrate technical proficiency with web browsers and related systems