Vice President - Home Lending

Job Description

Join a team and be responsible in the Home Lending Core Servicing Customer Service includes the resolution of interactions from current/non-delinquent mortgage and home equity customers.

As an Account Manager III within the Home Lending Core Servicing Customer Service team, you will be responsible for leading the Tempe Customer Service Call Center, developing and delivering strategies to meet site performance objectives, and maintaining an organizational culture of managerial accountability and employee engagement. You will also be responsible for meeting budget targets and ensuring compliance with all relevant policies and procedures.

Job Responsibilities

• Inspire Customer Confidence: Build customer trust through business knowledge and reliability; act promptly to deliver solutions; actively listen and think critically to anticipate customer needs; communicate directly with appropriate empathy.
• Execute Flawlessly: Utilize business knowledge, functional expertise, and a strong commitment to excellence to achieve results that meet quality, compliance, timeliness, and customer experience standards.
• Coach, Develop, and Manage: Actively coach others to enhance their performance (e.g., guide direct reports on skill improvement); build team and staff capabilities (e.g., ensure proper training and skills for direct reports); allocate resources effectively to support work activities (e.g., assign tasks and workloads appropriately).
• Maintain Control Environment: Establish and uphold a proper control environment where policies, procedures, and processes are understood and consistently followed by all associates. Ensure accurate documentation is in place for a clear and auditable trail of factual information. Hold subordinates accountable for compliance within a controlled environment.
• Implement Policies and Procedures: Fully understand changes to policies and procedures. Consistently and accurately communicate important changes to subordinates and take immediate action to relay this information. Hold team members accountable for understanding and correctly implementing changes.
  
  

Required Qualifications, Capabilities And Skills

• Oversee a high-volume, regulated customer service site with approximately 100 employees in Manila, PH.
• Lead performance management and skill development for direct reports, fostering a culture of accountability and engagement.
• Monitor and benchmark site performance metrics for exceptional customer and employee experiences.
• Drive transformation initiatives to enhance customer and employee satisfaction.
• Develop and implement procedures for operational effectiveness and efficiency.
• Ensure compliance with federal, state, and local laws related to home lending servicing, incorporating necessary input and meeting control requirements.
• Maintain an "audit-ready" environment by strengthening controls and developing necessary reporting.
• Manage a $10MM operating expense plan, overseeing the budget and recommending improvements.
• Cultivate strong relationships with key partners, support teams, and vendors.
• Adhere to all service levels and interface regularly with control partners, owning audit/compliance results.
• Plan capacity, set productivity targets, manage headcount, and oversee escalations, collaborating with leaders to solve complex operational problems.
  
  

Preferred Qualifications, Capabilities And Skills

• Minimum of seven to ten years of call center or other customer service operational management experience. Knowledge of home lending customer service operations preferred.
• Experience in building strong relationships with internal and external clients, as well as vendors, to facilitate the successful achievement of goals.
• Ability to manage through large-scale change and/or portfolio acquisition.
• Able to recruit, retain, and develop best-in-class industry leaders, aligned with Home Lending’s employee engagement culture.
• Strong knowledge of the home lending servicing business, including mortgage and home equity. Experience in bankruptcy, foreclosure, loss mitigation, legal, credit risk management, default resolution, and default servicing is a plus.
• Bachelor’s degree or equivalent work experience in finance, business management, or operations management preferred. An advanced degree is a plus.
• Ability to travel as needed (minimal travel expected).
  
  

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About The Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

For many, owning a home is the ultimate dream and we’re here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.