Client Care Specialist II

Location: Metro Manila, National Capital Region, Philippines

Job Family: Home Lending Operations

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a strong presence in the Philippines, committed to delivering exceptional home lending solutions. As a Client Care Specialist II in our Home Lending Operations team based in Metro Manila, you will play a pivotal role in supporting clients throughout their mortgage journey. This position involves providing personalized guidance, resolving inquiries, and ensuring seamless execution of loan processes in alignment with our high standards of integrity and customer focus. You will contribute to our mission of empowering clients to achieve homeownership dreams while navigating the complexities of the Philippine financial landscape. Your day-to-day responsibilities will include interacting directly with clients to explain loan options, gather necessary documentation, and track application progress using JP Morgan Chase's advanced digital platforms. You will collaborate with cross-functional teams to address any obstacles, ensuring compliance with local regulations such as those from the Bangko Sentral ng Pilipinas (BSP) and international standards. By maintaining meticulous records and delivering proactive support, you will help minimize delays and enhance client satisfaction, ultimately driving positive outcomes in our home lending portfolio. We value professionals who thrive in dynamic environments and are passionate about financial services. This role offers opportunities for growth within JP Morgan Chase's expansive network, where you can leverage cutting-edge tools and training to advance your career. Join us to make a meaningful impact on clients' lives while benefiting from a supportive culture that prioritizes innovation, diversity, and work-life balance in the heart of National Capital Region.

Key Responsibilities

• Guide customers through the entire home loan application and approval process, providing clear and timely updates
• Respond to client inquiries via phone, email, and chat regarding loan status, documentation requirements, and eligibility
• Review and verify loan documents for accuracy and completeness to ensure compliance with JP Morgan Chase standards
• Collaborate with internal teams, including underwriters and processors, to resolve issues and expedite loan closings
• Educate clients on loan products, interest rates, and repayment options specific to JP Morgan Chase offerings
• Maintain accurate records in the loan management system and generate reports on client interactions
• Escalate complex issues to senior specialists or management while ensuring customer satisfaction
• Monitor loan pipelines to identify potential delays and proactively communicate solutions
• Adhere to all regulatory and ethical guidelines in home lending operations

Required Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field
• At least 2 years of experience in customer service or loan processing within the financial services industry
• Strong knowledge of home lending processes and regulatory requirements in the Philippines
• Proficiency in English and Filipino, both written and verbal
• Ability to work in a fast-paced environment with attention to detail
• Experience using financial software or CRM systems

Preferred Qualifications

• Certification in mortgage lending or customer service (e.g., from a recognized financial institution)
• Prior experience with JP Morgan Chase or similar global banking operations
• Familiarity with Philippine banking regulations and compliance standards
• Advanced skills in data analysis for loan documentation

Required Skills

• Customer service excellence
• Loan processing and documentation
• Regulatory compliance knowledge
• Communication (verbal and written)
• Problem-solving and conflict resolution
• Attention to detail
• Time management and prioritization
• Proficiency in Microsoft Office Suite
• CRM software usage (e.g., Salesforce)
• Data entry and analysis
• Empathy and active listening
• Team collaboration
• Adaptability to changing priorities
• Basic financial acumen
• Multitasking in a high-volume environment

Benefits

• Competitive base salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance coverage
• Retirement savings plan with company matching contributions
• Paid time off, including vacation, sick leave, and holidays
• Professional development programs and tuition reimbursement
• Employee assistance program for wellness and financial counseling
• Flexible work arrangements and hybrid options in Metro Manila
• Access to JP Morgan Chase's global learning resources and career growth opportunities

JP Morgan Chase is an equal opportunity employer.