Home Lending Client Care Specialist III

As a Client Care Specialist you will be responsible for guiding the customer throughout the loan process, which may include requesting any additional documentation, following up on the conditions needed and answering any customer questions along the way.

The Client Care Specialist is responsible for effectively communicating the terms and conditions of the loan approval, which may include, but is not limited to, the loan program, terms, conditions and fees.

In this role you will carry a pipeline of government (FHA/VA), conventional, and purchase loans beginning with the initial conditional approval through the final underwriting approval.

You will contact the customer after the loan has been conditionally approved, upon final approval, and with follow up calls in between.

The discussions may involve, but are not limited to, the discussion of structure of the conditional approval, the review and request for outstanding conditions or documentation, as well as discussing next steps in the process.

Client Care Specialist III Responsibilities


* Own the customer experience for Chase-to-Chase refinances and outside lender refinances


* Establish yourself as the trusted and strategic team member to drive continued value for the customer


* Educate and nurture customers through proactive outreach, including delivery of follow- up's and status updates during the loan process


* Focus on day-to-day production


* Learn industry best practices, and identify how the solution can be leveraged to implement these practices to drive successful customer results


* Work with customers to identify success stories and areas of opportunity to promote process improvement across the industry


* Act as an escalation point and expedite resolution for our customers and internal business partners


* Provide exceptional service to customers, as well as our internal and external partners


* Work in collaboration with Sales, Underwriting, Support, Operations and all internal/external business partners to ensure the delivery of a seamless customer experience


* Act as the champion for the customer; be a true advocate for the customer and work cross-departmentally with internal groups at all levels, including Senior Management to triage, and resolve customer issues


* Understand Chase strategy and communicate valued outcomes to team members and partners


* Own the customer experience for purchase customers and ensure we meet 100% of contract closing dates


* Be a subject matter expert with a proven ability to handle mortgage transactions with condo and coop property types


* Own counteroffer decisions and suspended loan decisions while finding pricing and program alternatives for our customers


* Take ownership of support functions within the process in an effort to move loans forward.

These functions include but are not limited to: VVOE, WVOE, payoff processing, HOI, Flood, title review, and credit supplement proc...