Customer Care Research Associate II (CRM) – (090051477)
RESPONSIBILITIES:
As a Customer Care Research Associate you will also be responsible for resolving financial and non-financial customer inquiries through e-mail, correspondence, and fax (e.g. account explanations and maintenance) in the Prime, Non-Prime, and Home Equity portfolios. Day to day operations will also include but is not limited to customer driven and internal driven inquires in a form of a workflow route through Customer Care Workbench (CCW). In addition, the Customer Care Research Associate is responsible for compliance with the regulations of various government agencies, for following the Quality Operating Guidelines and its objectives, and to take corrective action as necessary. The position also entails analytical account research using diversified tools available for resolving individual and or account specific concerns. You will be contributing directly to the success of the firm by maximizing the depth and profitability of the customer’s relationship through partnering with specialists in Home Lending and other product areas. You will also provide exemplary customer service and effective solutions to service questions or other inquires. It will also be expected that the Customer Care Research Associate will adhere to performance guidelines in line with the departments’ goal objectives.

Task and Responsibilities:

Communication

Make outbound calls to homeowners, internal partners or third parties in relation to mortgage inquiry/request. These tasks may include further clarification on the inquiry, requesting authorization and validating third party requests. This function is also applicable to Prime, Non-Prime and Home Equity account portfolios.

Letter Composition/E-mail Composition

Respond directly to customers using style, grammar and content appropriate to the inquiry. Interpret and translate complex financial, legal and corporate language into easily comprehensible terms while adhering to standards of discretion and confidentiality. The response may refer to but is not limited to Prime, Home Equity and Non-Prime mortgage accounts.

Research/Analysis/Evaluation

Provide high-level research on customer disputes using a variety of resources including data base services and internet websites. Analyze and investigate information provided either directly by customer driven and internal driven inquires in a form of a CCW Route, KANA internet e-mail inquiry, Loan Servicing Application (LSA) request, and written correspondence (thru I-Vault) for all three mortgage account portfolios (Prime, Non-Prime, Home Equity).

Take corrective action as necessary in compliance with the regulations of various government agencies, for following the Quality Operating Guidelines and its objectives.

REQUIREMENTS:

* 100% Customer Service Oriented Attitude

* Customer Service skills and mind-set

* Problem resolution, detail oriented

* Written and verbal communication

* Work as a team with shared goals

* Manage competing priorities with a sense of urgency

* Quick learner/adaptable and thrive in a changing environment

* Preferred Customer Care Professional experience along with prior working knowledge of loan products.

ADDITIONAL REQUIREMENTS:

* Must be a regular employee with at least 9 months tenure in the company.

* Must have a YTD PMP score of 2.5.

* Candidate must not be in any Performance Improvement Plan.

* Must not have received any written warnings or suspensions for the past 12 months.

Company Name :
JPMorgan Chase & Co.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
7/F Net Quad Bldg., 4th Ave. Corner 30th St., Fort Bonifacio, Global City Taguig City -
WebSite :

http://www.jpmorgan.com