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Home Lending - Escalations Manager II - Lewisville, TX

Req #: 170094082
Location: Lewisville, TX, US
Job Category: Operations
Job Description:

Customer Escalations team Investigates, resolves and responds to Internal and External Customer complaints and inquiries received via phone, correspondence (mail or email) or Customer Care Workbench routes.  The steps to resolution are dependant on the type of complaint which include late charge or fee disputes, payment arrangement disputes, deferment or extension disputes, reinstatement or property disputes.  The business has become responsible for handling and resolving complaints for multiple Lines of Businesses.


This position is responsible for leading and directing team’s activities necessary to resolve escalated customer issues, answer inquiries that are received from internal partners (help line, Executive Office) and customers, in a timely, efficient, accurate and professional manner. Issues received can include prime and nonprime mortgage loans, and home equity loans and lines of credits.


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, nonprofits and governments. Chase’s Mortgage Banking business services 7 million mortgages representing a combined balance of $1 trillion. In addition, Chase was the highest ranked large bank in mortgage originations and showed the greatest improvement of the top 15 servicers in the most recent J.D. Power and Associates customer satisfaction surveys.


Core Competencies:

1.    Workforce Planning: Ability to plan for changes in the deployment of staffing resources and/or required capacity in accordance with changes to current and expected workload demands.

2.    Assesses Team Performance:  Ability to effectively assess and recognize skill deficiencies in team members on a timely basis.  Is able to properly coach and/or arrange for training in order to ensure team members perform their roles successfully and in compliance with applicable laws and regulations.

3.    Escalates Information: Effectively recognizes important information and is able to escalate high-risk issues to others clearly and in a timely fashion.

4.    Maintains Control Environment: Establishes and maintains a proper control environment whereby policies, procedures and processes are understood by all associates and are consistently followed.  Ensures that appropriate documentation is accurate and in place to enable a clear and auditable trail for all factual information.  Holds subordinates accountable for compliance within a controlled environment. 

5.    Adheres to Deadlines: Creates and maintains an environment which establishes, communicates  and ensures adherence to clear deadlines intended to ensure that work (i.e. document reviews, perfected loan documents/files, loan mod decisions) is processed with the required timeliness.

6.    Savvy Communications: Maintains constant and consistent flow of communication with team members and managers; is able to articulate thoughts crisply but with the appropriate level of detail and accuracy depending on the audience;  communicates with empathy where appropriate.

7.    Analyzes Problems:  Identifies problems, recognizes the root causes, and identifies multiple potential or innovative solutions to problems.

8.    Escalates Information: Effectively recognizes important information and is able to escalate high-risk issues to others clearly and in a timely fashion.

9.    Customer Service Excellence:  Inspires customer confidence through business knowledge and reliability; initiates and follows through with urgency to deliver solutions; anticipates customer needs with active listening and critical thinking; communicates directly yet with the appropriate level of empathy.

10.  Supports our “Customer Experience” Vision:  Appreciates the value and dignity of every customer regardless of the customer’s individual circumstances.  Ensures that subordinates are treating customers with empathy, appropriately balancing the needs and interest of the customer and the investor.

11.  Maintain Composure Under Stress: defined by behaviors such as working productively in difficult or stressful situations such as heavy work loads; remaining composed during difficult or uncomfortable interactions with others or when faced with stressful situations; adapting quickly when situational constraints require a change; overcoming obstacles and challenges; displaying certainty in one's ability to make decisions and perform job tasks.

12.  High standards: defined by behaviors such as setting high standards; holding direct reports and peers accountable; operating with a sense of urgency; integrity; expectations for customer experience.

13.  Treat people with respect: defined by behaviors such as being direct and straightforward; actively listening to and understanding the needs and ideas of others; ability to work with people of differing backgrounds and styles; supporting individual career goals.

14.  Strive for Superior Results: defined by behaviors such as working with high levels of productivity and taking responsibility to ensure tasks are completed on time (i.e., meeting deadlines); taking constructive work action with little direction (i.e., providing timely responses without being reminded); accomplishing tasks with strong attention to detail; seeking to improve oneself and seeking challenging development opportunities; displaying professional integrity (i.e., avoiding conflicts of interest, handling confidential information appropriately); and demonstrating a strong emphasis on continuous improvement; open to debate of alternative solutions in looking for best options to implement.

·         High School Diploma required. College degree preferred.

·         Minimum of 10+ years experience in Mortgage Banking

·         Effectively communicate policies, team goals, and strategic direction.

·         Proficient in the use of department-specific applications, Outlook and Microsoft Office preferred.

·         Demostrated leadership, collaboration and interpersonal skills to work with all levels within the organization, third parties and customers.

·         Strong written and verbal communication skills required. 

·         Detail- Oriented

·         Strong negotiation and presentation skills

·         Proven ability to effectively lead change

·         Displays proficiency in the functional and technical components of the job.

·         Strong Analytical and Problem Solving skills

·         Adheres to compliance with legal and regulatory requirements.

·         Learns and follows procedures

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