Job Description: The Customer Operations Servicing Quality team is responsible in ensuring that the business is in compliance with written policies and procedures and adhere to regulatory requirements. Servicing Quality Sr. Specialist I should display consistency in executing required competencies such as: Problem Solving and Decision Making – The ability to see basic relationships and basic problem solving skills Attention to Details – The ability to detect issues from among many tasks and review every aspect of production operation calls for a keen eye for details Communication – Ability to use different channels of communications, and can write technical documents Customer Focus – Ability to coordinate and implement service delivery standards Initiative/ Risk Taking – Take risks impacting individual, team and or multiple unit performance Teamwork and Collaboration – Ability to form relationship and impacts team dynamics Managing Work – Ability to lead routine goals and participates in strategic planning activities Principal Duties and Responsibilities Perform reviews on production output regarding accuracy and compliance to policies and procedures and adherence to regulatory requirements Proactively identify process deficiencies, recommend corrective action plans to the Management Team and upon approval implement and perform post implementation testing on corrective action to ensure required results are met Work with the appropriate management team to respond to internal and external audit findings and / or monthly risk control monitoring reports with corrective actions as applicable. Ensure effective compliance with regularity requirements and established policy and procedures. Troubleshoot loans that require special review, which could require communicating with other internal departments such as Legal, Customer Care, CAS, Collections, and/or other areas Calculate income and expense relating to the underwriting decisions on customer’s application for workout options Perform maintenance on appropriate servicing system related to review finding Ensure all review timeframes are met and that all proper follow up activities are prepared Participate in process calibration call every week to discuss process related concerns and questions Prepare and consolidate reports as necessary Provide management assistance through organizing targeted reviews, conducting research for potential issues, creating ad hoc reports, etc Performs research and analytics as required Displays Exemplary time management skills Able to multi task, work in a fast-paced challenging work environment Works special projects or other duties as assigned/ required by the Management Knowledge and Experience Knowledge of the different Home Lending Services processes an advantage Strong attention to detail with excellent organizational, time management and planning skills Ability to consistently meet and prioritize targets for productivity and quality Excellent written and verbal communication skills Proficiency in Microsoft Office applications Ability to negotiate, influence, and exhibit sound judgment, and decision making to protect assets Qualifications: High school diploma or equivalent Mortgage Banking experience particularly Loan Servicing is a requirement Strong written and verbal communication skills Basic skills in Microsoft Office (Word, Excel, Access, Outlook) Attention to detail and ability to work with minimal supervision Strong multi-tasking ability About Us: JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. 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. About the Team: 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. For many, owning a home is the ultimate dream and we’re here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.

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