Operations Senior Specialist III - Specialty Support

Job Details

 

Organization Description

 

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

 

Employer Description

 

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans

 

Job Description

 

Operation SR Specialist – Specialty Support - Home Lending Support Operations 

 

The Specialty Support team researches and resolves any issues and escalations related to title and flood including Trusts, Trust Asset/Income reviews, POA's, LLC's, Life Estates, Leaseholds, death certificates, UCC/Solar Panels and several other items in addition to doing oil/gas lease reviews. We support the entire span of our home lending department by offering options, resolutions, and assistance on all applications in process with a special emphasis on the escalated issues. We have a passionate focus and emphatic obsession for our customers as well as our internal, external, and offshore partners. Every issue has a solution, and we will find it in a way that helps to delight customers today, anticipate what they'll love next, and inspire loyalty for a lifetime.

 

Operation SR Specialist for Specialty Support will join a team of Subject Matter Experts that are obsessed with the work they do each day. This team is the "go to" resource for all questions, concerns and escalations within a widespread knowledge base and supports, CCS, HLA, UW, Closing, Vendor Management, Compliance, Legal, Manila including management and upper management at Chase. 

 

Principle Duties and Responsibilities:

• Constant focus on customer service and all process flows that lead to delivering best in class service. Assist with customer escalations, address escalation issues from individuals and coordinate appropriate executive decisions to resolve customer concerns.

• Deep dive research to expose the WHY for every file reviewed. 

• Be able to deliver detailed yet understandable reasons why an issue exists and all option, possibilities, and assists to remediate the issue to the person or persons who escalated the file in a manner that both provides that person with confidence and empowerment to deliver the issue and the solutions to our customers. 

• Learn and become an expert for all issues surrounding the start and closing of a file with an emphasis on the title and flood vendor work. Once an expert, master the content to provide immediate responses to our partners and customers both internal and external. 

• Treat every escalated issue with urgency and accuracy.

• Exhibit honesty in every dealing with each member of our team and with all communications to internal and external customers. 

• Always do the right thing no matter how complex or difficult the situation, providing extraordinary effort in the process. Whatever it takes, own the task at hand until it is resolved. 

• Hold yourself and others on the team to the highest possible standards living every time you log in for the day. 

• Excellent communication and organizational skills a must. 

• Must be able to juggle several files at the same time, multi-tasking with ease and still delivering best in class curative to our internal and external customers. 

 

Requirements:

• 5+ years of experience in Home Lending required.

• Strong title background required.

• Possess string problem solving skills at the highest levels. 

• Willing to work with minimum supervision.

• Strong PC skills (proficient knowledge of MS Word, Excel, and Power Point) 

• Exhibits increased proficiency in title, time management and a proficiency to constantly expand current knowledge.