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Commercial Bank - Client Service Representative - Loan Resolution Department (Fort Worth, TX)

Req #: 180009471
Location: Fort Worth, TX, US
Job Category: Customer Service
Job Description:

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its JPMorgan Chase & Co brands. JPMorgan Chase & committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles, which include choices such as Flexible Work Arrangements with periodic work from home and non-standard business hours, fully paid parental leave time, health care insurance and retirement benefits.


Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs.


As a Client Service Representative, your responsibilities would include:

  • Collect loan payments on Commercial Term Lending mortgage loans that are up to 60 days past due with loan balances up to $20 million in compliance with basic FDCPA standards.
  • Determine reason for delinquency, take and follow up on promises to pay with the goal to cure delinquency in a professional and positive manner before the loan reaches 60 days past due.
  • Answer incoming calls from CTL clients and document system (Strategy, Call Type Database, Marketing Lead system).
  • Provide positive and professional service with emphasis on one call resolution where possible while maintaining average handle time expectations.
  • Negotiate and document formal payment plans.
  • Clearly and accurately explain all aspects of loan documents, loan histories, payoffs, and prepayment premiums.
  • Accept and submit payments over the phone through PayConnexion.
  • Complete tickets to obtain in-depth information and research required from appropriate support departments.
  • Assist in contacting borrowers on delinquent taxes.
  • Assist on inbound calls regarding financials for commercial portfolio.
  • Assist Customer Care department on inbound calls as needed.
  • Perform additional duties as requested by Manager or Lead.
  • Assist with Special Projects with needed.
  • Generate leads for new loans from incoming calls, take marketing leads and complete lead tracker, encourage callers to sign up for AutoPay (automatic payment draft).

  • 3-4 years mortgage collections experience (commercial preferred)
  • 2-3 years call center experience in mortgage loan environment 
  • Excellent customer service skills with clear and positive telephone manner
  • Excellent written and verbal communication skills
  • Proficient in Microsoft Office Suite and able to quickly acclimate to proprietary systems
  • Ability to work independently with minimal level of supervision and as part of a team
  • Set priorities, establish, and meet strict deadlines
  • Flexibility to adapt quickly to changing priorities
  • Self-starter who works well in a fast –paced environment with multiple active deliverables
  • Good time management skills
  • High School Diploma or equivalent required (some college preferred)
  • Ability to work 10:00am – 7:00pm Monday – Friday

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