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Business Process Sr. Specialist III

Req #: 180024770
Location: Downers Grove, IL, US
Job Category: Customer Service
Job Description:

The goal of the Mortgage Banker Support Group is to offer Retail Senior Lending Managers, Lending Managers, Mortgage Bankers and Mortgage Banker Assistants access to trained experts with whom they can partner to increase productivity, enhance quality, and improve customer loyalty.

A Mortgage Banker Agent within the Mortgage Banker Support Line is responsible for handling incoming calls from our sales partners in relation to their POS needs at a 95% 1st call resolution rate.  The support provided includes credit analysis, pricing analysis, system navigation assistance, policy clarification, product guideline clarification, process flow interpretation, and loan level economic recommendations as well as other projects/tasks as they arise. The incumbent will be a subject matter expert in one of the following disciplines: conventional credit policy/product, government credit policy/product, pricing, systems navigation or fulfillment procedures.

The Mortgage Banker Support Agent is responsible for participation in and full understanding of all training offered to Chase Mortgage Bankers.

Impact of Decisions:  100% answer accuracy is required to enhance the skill set of the caller.  Through research, training, peers, and the management team, the incumbent works to expand problem solving skills.

Business Responsibility/Strategic Planning:  Agents in this capacity should readily communicate opportunities for enhanced service and will be called upon as a subject matter expert in new initiative development.


3-5 Years experience in one of  the following disciplines: conventional credit policy/product, government credit policy/product, pricing, system navigation or fulfillment procedures

Customer service, tech support, and/or training experience is preferred.

College Degree Preferred

Microsoft Office Suite, mortgage banking experience, with internal CHL functions, channels, processes and systems knowledge a plus


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