Client Contact Center - Loan Servicing Supervisor

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area?

As a Client Contact Center - Loan Servicing Supervisor within our Commercial Banking team, you will promote a high level of service and client experience. You will support BAU, assist the manager in resolving complex process queries, escalations, client complaints, and operational challenges. You will also manage/support operational projects and promote continuous improvement efforts with the team. This role provides an exciting opportunity to join a dynamic and growing team in a fast-paced and challenging area.

Job Responsibilities

• Drive high level of service and client experience with the team.
• Support BAU and assist the manager in resolving complex process queries, escalations, client complaints and operational challenges.
• Function as the main subject matter expert by doing second tier checks & audits such as (but not limited to) QC and approvals, Call Evaluation & Analysis, New Hire Training and routine training sessions in the team.
• Manage/support operational projects and drive continuous improvement efforts with the team including data analysis and day to day performance reporting.
• Prioritize multiple tasks under pressure and ensure timely delivery of tasks. Capacity planning, co-ordination and interpersonal skills and manage all stakeholder expectation
• Understand US banking & regulatory requirements around data security and data protection.
• Identify issues/risks in the process and effectively manage the controls around them.
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude.
• Perform additional duties as assigned by Operations Manager / VP.

Required qualifications, skills and capabilities

• Drive for client focus with a sense of urgency and service excellence
• Excellent fluency in business communications - verbal and written
• People management skills
• Strong time management and prioritization skills. Conflict management and problem solving. Analytical & strategic thinking
• Ability to handle Metrics reporting for self, teams and stakeholder. Ability to transition new work & migrations. Ability to use multiple applications, browsers, and instant messenger simultaneously
• Strong problem solving and troubleshooting skills. Controls and innovation mindset
• Willingness to work in any shifts and adaptive to business need

Shift Schedule: Evening (US Operating Hours)

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

ABOUT THE TEAM

Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.