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MD, Head of Customer Assistance, Home Lending

Req #: 180023997_1
Location: Columbus, OH, US
Job Category: Operations
Job Description:
Business Description:
Chase is one of the largest U.S. providers of banking, lending, treasury, wealth management and investment services. Chase serves 50 million customers, including consumers, small businesses, mid-size companies, corporations, financial institutions, non-profits and governments. Chase’s Home Lending business is ranked No. 2 in originations and in servicing, with 7 million mortgages representing a combined balance of $1 trillion. The focus of Chase’s Home Lending business is to deliver an unmatched customer experience through building lasting relationships, exceeding expectations, being courteous and professional, doing the right thing and owning customer inquiries from start to finish.

Position Summary:
The Customer Assistance organization is a division of Home Lending Servicing that provides solutions for customers that have experienced short or long term hardships which impact their ability to make contractual monthly mortgage payments. The mission of the organization is to help customers resolve their hardship while mitigating loss to the bank or to the investors for whom we service the loan. These resolutions include payment arrangements, retention workout options (repayment plans, loan modifications), or liquidation of the mortgage (short sale, deed in lieu of foreclosure). 
The Head of Customer Assistance has oversight for all customer facing and non-customer facing functions which includes early stage collections, mortgage assistance (Single Point of Contact), short sale, loss underwriting, document operations and production support groups, including the implementation of operational policies and plans.  The team is comprised of approximately 2,400 employees across an operational footprint that spans across multi-state locations and Manila.
Principal Duties and Responsibilities:
  • Oversees highly regulated, high volume customer facing and back office operations across multi-state locations.
  • Directly shapes long-term operational functional strategies at the global and/or operating unit level requiring coordination and integration across organizations, units or functions with accountability for outcomes.
  • Manages multiple level senior managers providing direct leadership and performance management with emphasis on leadership and staff development, while reinforcing organizational culture of managerial accountability and employee engagement.
  • Motivating communication skills and ability to communicate with all levels of organization.
  • Responsible for risk related controls and operational incident reporting, to deliver an operational-wide, controlled environment, resulting in high review ratings on internal and external audits. Role interfaces with external regulatory and rating agencies. Proactively identifies and balances all internal interdependencies, regulatory considerations and customer impact.
  • Responsible for budget planning, management of capacity models and analysis working in collaboration with Finance.
  • Build and maintain strong, collaborative relationships with internal and external customers and partners across Home Lending, CCB and support organizations.



    Knowledge and Experience:


    ·        10 years of management experience within the Financial and/or Mortgage industry is required

    ·        Strong knowledge of mortgage servicing experience preferred

    ·        Management of a large scale, geographically dispersed business is preferred

    ·        Proven ability to innovate, lead and execute at all levels of management

    ·        Excellent written and oral communication skills

    ·        Bachelor’s degree or equivalent business experience; Advanced degree a plus 

    ·        Knowledge of capacity planning and work volume forecasting experience

    ·        Successfully demonstrated management across a large and complex organization



    Core Competencies:


    ·         Customer Obsession: Client and customer first mentality

    o    Identifies and develops best practices for working with or adding value to the customer and champions among colleagues and stakeholders

    o    Proactively explores innovative approaches to add value to the customer relationship

    o    Initiates and manages multiple contacts with the customer to create impact far beyond individual transactions


    ·         Innovative Leadership: Drive innovation and act as a change agent

    o    Engages the motives, values and goals of individuals to achieve group commitment to drive the change effort

    o    Drives change through continual strategic change initiatives


    ·         End to End Product Owner Mindset:  Balance short-term delivery with long-term focus 


    ·         Dynamic People Management:  Focused on developing and strengthening teams

    o    Encourages the team to identify initiatives beyond original mandate and acts as a thought partner

    o    Inspires high-performance teams whose positive impact spreads throughout the team and the line of business


    ·        Transformation or Disruption Enablement- ability to adapt new strategies and lead the team to take action quickly


    ·        Market Orientation- Knows our market and current competitive landscape and understands industry trends

    o    Integrates market, competition, trends and other factors to develop strategies that impact the business


    ·         Operates at Scale- Experience leading a large organization    


    ·        Culture Fit- an effective culture carrier; has grit; exemplifies highest level of ethics and integrity

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