Operations Manager
RESPONSIBILITIES:
The Customer Request Management Operationa Management is responsible for the timely and accurate research and resolution of Chase Home Lending customer inquiries including document copy requests, payment inquiries, escrow, private mortgage insurance, and credit reporting for Chase Prime, Non Prime and Home Equity mortgage portfolios. As an Operations Manager, you will have responsibility for managing multiple teams in the Customer Request Management – Manila Department which includes partnering with the CRM-Columbus team.
Key requirements for successful performance in this role includes:
* Displaying a strong sense of urgency for resolving issues with exceptional customer focus
* Managing workflow production to meet / exceed target turn times / service levels
* Meeting / exceeding quality benchmarks as measured through a 2nd day edit quality review of completed work
* Assuring compliance with loan servicing regulations such as RESPA, Reg B, Reg X,and Reg Z
* Promoting continuous improvements to increase operational efficiency and improve the customer/employee experience.
* Participating in employee engagement activities and staff development.
Major Function:
* Monitor staff workload daily to take advantage of cross-training all associates, minimize overtime, manage to department FTE standards, and meet required processing schedules.
* Confirm staff efficiency and accuracy by managing from department productivity, quality, and performance tracking systems, then submitting regular reporting to management.
* Respond courteously, accurately, and efficiently to all internal and external customers to resolve complaints, questions, etc.
* Interface with all CHF departments when needed on any communications/training issues and to insure timely processing of files.
* Interacts effectively with third parties, such as title companies, prior servicers, etc., when an escalation is necessary.
* Displays good judgement in planning and decision making.
* Participates in conversion, acquisition and other projects as required, ensures policies and procedures are updated as needed and posted.
REQUIREMENTS:
* Candidate must possess at least a Bachelor’s/College Degree , Economics, Finance/Accountancy/Banking or equivalent.
* Five years mortgage banking experience or equivalent education.
* Preferably Assistant Manager / Managers specializing in Banking/Financial Services or equivalent.
* Two years supervisory/leadership experience preferred.
* Excellent interpersonal skills, detail oriented with superb organizational abilities.
* Must be able to effecitvely manage and prioritize multiple tasks and deadlines.
* Ability to anlalyze and improve operational processes.
* Strong knowledge of data entry and interpreting information on all CHF servicing systems.
* Efficient working knowledge of common computer software packages, i.e. Microsoft Office Products, Lotus Notes, World Wide Web, etc.
Company Name :
JPMorgan Chase & Co.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
7/F Net Quad Bldg., 4th Ave. Corner 30th St., Fort Bonifacio, Global City Taguig City
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