Job Snapshot
Location:
Irvine, CA 92606
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Industry:
Banking - Financial Services
Manages Others:
Not Specified
Experience:
Not Specified
Division:
Human Resources
Contact Information
Description
Part-Time supervisors will desk share with Full-Time Supervisors. Shift will be Monday-Friday 5 PM-10 PM and some weekends.
Supervise up to10 loan modification underwriting agents. Position activities require thorough knowledge of loan modification underwriting and supervisory planning.
- Monitor workflow processes, analyze data and evaluate team statistics against Key Performance Indicators. Recommend and implement process and procedural changes to improve operational effectiveness. Plan, schedule, and review work-product of team.
- Ensure compliance with department procedures, standards, and regulatory issues within scope of department. Apprise senior management of trends and initiate corrective action.
- Ensure customer satisfaction and maintain consistent levels of customer service through issue escalation and resolution.
- Mentor staff and coordinate appropriate training courses and certification to develop team competencies. Promote employee recognition through established corporate programs. Conduct staff meetings to ensure communication of policies, goals, new programs, current quality issues, and regulatory guidelines.
- Participate in projects and other initiatives as assigned by upper management.
Requirements
Three to five years customer service experience
Five plus years mortgage loss mitigation experience
Three years management experience
Skills & Knowledge Ability to multi task in a fast paced environment
Adept at dealing with conflict and escalated customer issues.
Ability to present a professional image and demeanor to internal and external customers.
Some Alltel experience preferred. Basic knowledge of PCs and related software.
Must be able to work flexible hours as call volume dictates.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V
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