As an HR Operations Service Specialist, you will provide a high quality Human Resources service by responding to incoming calls from employees. The position requires excellent verbal and written communication skills and the desire and ability to assist employees with questions pertaining to the SAFE Act. Additionally, you will concentrate on validating and ensuring accuracy of data between JPMorgan Chase and the Federal Registry system in compliance with the SAFE Act. The SAFE Act requires that all Mortgage Loan Originators (MLO) register with the Nationwide Mortgage Licensing System (NMLS) before being able to perform all mortgage loan job functions. The Shift is 12:00pm to 9:00pm.

Essential Functions

• Respond to incoming calls involving questions, complaints, problems, etc. in an efficient and professional manner
• Resolve inquiries requiring knowledge of the SAFE Act processes and requirements
• Handle telephone calls promptly and courteously, meeting both volume and quality service standards using a pre-defined script for guidance
• Use active listening skills in order to fully comprehend and document questions/issues
• Be able to probe for more specific information
• Perform validation of all data/information provided by an MLO in accordance with SAFE Act registration requirements and standards
• Manage data validation issues, issue resolution research and follow through to obtain necessary information; ultimately maintaining compliance standards
• Resolve clients' issues efficiently and thoroughly - meeting both volumes and quality service measurement standards
• Perform updates to records in NMLS as employee data and/or status changes occur
• Resolve cases related to the process as they are logged into the case management system
• Perform outbound calls to MLOs who have not fulfilled federal registration requirements, if applicable
• Provide additional support within department as necessary

• A High School Diploma (GED)
• 1-3 years of relevant customer support and/or call center experience
• Attention to detail and strictly adhering to standard operating procedures
• Ability to learn and work in a faced paced environment
• Superior customer service ethic, communication skills (written and verbal), interpersonal skills, and telephone etiquette
• Familiarity with and ability to navigate computer pathways as needed in order to perform data entry and searches while discussing issues with customers
• Strong organizational skills and ability to handle multiple tasks
• PC literate (Microsoft Word, Excel, Outlook) and other applicable tools
• Must be able to work independently
• Strong customer service skills with the ability to handle and resolve employee data related issues
• Must be able to maintain a high degree of confidentiality
• Must be able to effectively manage through peak volume periods