Make a direct impact on the home lending experience by helping sales partners solve questions quickly and correctly. In this role, you will be a go-to expert for guidance on systems, policies, procedures, and product guidelines, helping prevent issues by analyzing complex income, credit, and pricing scenarios. Your support will improve productivity, raise quality, and strengthen the customer experience, offering meaningful, fast-paced work for those who enjoy problem-solving and helping others succeed.
As a/an HLA Support Line Specialist in Home Lending Support, you provide expert, real-time support to our home lending sales partners to help them navigate systems, apply policies and procedures, and resolve complex loan scenarios. You will use sound judgment and strong communication to deliver accurate, one-call resolutions whenever possible. You will help us elevate quality, reduce friction, and improve the customer experience through consistent, dependable support.
Job responsibilities:
- Participate fully in required training provided by Sales and Fulfillment to build and maintain role readiness
- Provide timely support on system navigation and end-to-end application walkthroughs
- Explain policies, procedures, and product guidelines clearly and consistently to internal partners
- Analyze complex income, credit, and pricing scenarios and recommend appropriate next steps within guidelines
- Assess loan details to identify potential issues early and help prevent downstream impacts
- Deliver accurate, one-call resolutions by using job aids, procedures, and subject matter expert consultation as needed
- Prioritize inquiries by urgency and set clear expectations for actions and timelines
- Communicate updates and responses in a way that keeps internal partners informed and confident in the path forward
- Manage your time independently to meet individual and team performance expectations for call handling, quality, and service
- Support home lending projects and initiatives that improve the onboarding and ongoing success of new and experienced partners
Required qualifications, capabilities and skills:
- 3 years of experience in mortgage banking origination, processing, or underwriting
- Current knowledge of Chase Home Lending origination channels, processes, and systems
- Strong oral and written communication skills
- Strong problem-solving, reasoning, and learning agility, with the ability to retain and apply information quickly
- Demonstrated ability to build relationships and collaborate effectively with internal partners
- Ability to analyze and synthesize loan information and apply guidelines with sound judgment
- Strong attention to detail and commitment to accuracy
- Ability to adapt quickly to change and shifting priorities
- Ability to remain patient, composed, and professional in a high-volume support environment
- Proficiency with computers, including the ability to navigate multiple systems simultaneously
- Ability to work proactively and independently to meet performance expectations
Preferred qualifications, capabilities, and skills:
- Experience in customer service, technical support, and/or training
- College degree
Unique Requirements
This position is subject to the Dodd Frank/Truth in Lending Act qualification requirements for Loan Originators. As such, an employment offer for this position is contingent on JPMC's review of your criminal conviction history, credit report, information available through NMLS, and any other information relevant to a determination by JPMC that you demonstrate financial responsibility, good character, and general fitness for the position. Note that any felony conviction within the last seven years will disqualify you from consideration for this position. Your continued employment in this position would be contingent upon compliance with Truth in Lending Act/Dodd Frank Loan Originator requirements.
In addition, this position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. As such, upon active employment with JPMorgan Chase, you will be required to either register on NMLS, or to update your existing registration as necessary to grant access to and reflect your employment with JPMorgan Chase. Your continued employment in this position with JPMorgan Chase is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date, and timely completion of annual renewal and required updates thereafter.
Any information obtained during the registration, update, and renewal processes or through NMLS notifications may impact your employment with the firm. Any of the completed information you provide during the Chase on-line application process may be transferred, on your behalf, to NMLS by JPMorgan Chase. Please carefully review the information you provide to Chase for accuracy and consistency and with any current NMLS record, if applicable, before submitting. Further information about NMLS and registration requirements of registration can be found at: http://mortgage.nationwidelicensingsystem.org/SAFE/Pages/default.aspx
Internal Application Eligibility Requirements
TENURE:
- Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
- Meets satisfactory performance standards as defined by the firm
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's Human Resource Policies and Guidelines.
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or Line of Business specific guidelines.
Make sure your profile is updated in the new me@jpmc > Jobs. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.
ABOUT USJPMorganChase, 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 TEAMOur 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.
