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

Location: Milwaukee, WI, United States

Job Family: Account Service

About the Role

At JP Morgan Chase, we are a leading global financial services firm committed to helping clients achieve their financial goals, and our Home Lending division plays a pivotal role in making homeownership accessible. As a Home Lending Web Support Account Specialist IV - Bilingual (English & Spanish Required), you will join our dynamic team in Milwaukee, WI, delivering exceptional support to customers and business partners throughout the home lending journey. This role is crucial in providing seamless web-based assistance for mortgage inquiries, account management, and issue resolution, ensuring our clients receive personalized, efficient service that upholds our reputation for excellence in the financial industry. In this position, you will handle a diverse range of responsibilities, from responding to virtual customer inquiries in both English and Spanish to collaborating with internal teams on loan processing and compliance. You will leverage JP Morgan Chase's advanced digital tools to troubleshoot issues, maintain accurate records, and escalate complex cases as needed, all while adhering to key regulations like TILA and RESPA. Your bilingual expertise will be instrumental in serving our growing Spanish-speaking clientele, fostering trust and satisfaction in a culturally diverse environment. This role demands a proactive approach to problem-solving and a deep understanding of home lending processes to support our mission of empowering clients through innovative financial solutions. We value professionals who thrive in fast-paced settings and are passionate about customer-centric service. Joining JP Morgan Chase means becoming part of a supportive culture that invests in your growth, offering opportunities for career advancement within our expansive organization. If you have a strong background in financial services and a commitment to excellence, this position provides a rewarding platform to contribute to meaningful client experiences while benefiting from our comprehensive rewards and development programs.

Key Responsibilities

• Provide high-quality web-based support to home lending customers, addressing inquiries via chat, email, and virtual platforms
• Assist business partners and internal teams with account-related issues throughout the mortgage origination and servicing process
• Escalate complex cases to senior specialists or compliance teams while ensuring timely resolution
• Maintain accurate records of customer interactions in JP Morgan Chase's CRM systems
• Deliver bilingual support to Spanish-speaking clients, ensuring cultural sensitivity and clear communication
• Monitor and respond to web support tickets, prioritizing urgent home lending matters
• Collaborate with cross-functional teams to improve customer experience and streamline processes
• Ensure all interactions comply with federal and state financial regulations
• Identify opportunities for process improvements in home lending support services
• Conduct follow-up communications to confirm customer satisfaction and resolve any outstanding issues

Required Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree in finance, business, or related field preferred
• Minimum of 3-5 years of experience in customer service, account management, or home lending support within the financial services industry
• Bilingual proficiency in English and Spanish, with the ability to communicate effectively in both languages verbally and in writing
• Strong understanding of home lending processes, including mortgage applications, loan servicing, and regulatory compliance
• Proven track record of handling customer inquiries and resolving issues in a fast-paced environment
• Familiarity with financial regulations such as TILA, RESPA, and HMDA
• Ability to work flexible hours, including potential overtime during peak lending seasons

Preferred Qualifications

• Experience working with JP Morgan Chase systems or similar banking platforms
• Certification in mortgage lending or customer service (e.g., NMLS license)
• Previous role in a call center or web-based support for financial products
• Knowledge of digital tools for virtual customer interactions
• Bachelor's degree in a relevant field

Required Skills

• Excellent verbal and written communication in English and Spanish
• Customer service orientation with empathy and problem-solving abilities
• Proficiency in web-based support tools and CRM software (e.g., Salesforce or similar)
• Knowledge of home lending terminology and financial products
• Attention to detail for accurate data entry and record-keeping
• Time management and multitasking in a high-volume environment
• Analytical skills for troubleshooting account discrepancies
• Technical aptitude with digital platforms, including chat and email systems
• Regulatory compliance awareness in banking and lending
• Team collaboration and interpersonal skills
• Adaptability to changing priorities in the financial services sector
• Basic computer skills, including Microsoft Office Suite
• Conflict resolution and de-escalation techniques
• Cultural sensitivity for diverse customer interactions
• Data privacy and security best practices

Benefits

• Comprehensive medical, dental, and vision insurance plans
• 401(k) retirement savings plan with company matching contributions
• Paid time off, including vacation, sick days, and holidays
• Tuition reimbursement for professional development and education
• Employee stock purchase plan and performance-based bonuses
• Wellness programs with gym membership discounts and mental health support
• Flexible work arrangements and remote work options where applicable
• Parental leave and family benefits

JP Morgan Chase is an equal opportunity employer.