About this role
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.
Help shape a customer experience that turns curiosity into confident home financing decisions. You will lead a phone-based outreach team that connects with potential clients and supports a strong, stable pipeline. This role combines people leadership, operational execution, and a commitment to service excellence. If you are energized by coaching teams and improving performance through data and disciplined routines, you will thrive here. Join us to raise the bar for proactive customer engagement in mortgage lending.
As a home lending manager in the proactive outreach team, you will lead a phone-based team that generates high-quality leads and supports a consistent flow of mortgage applications. You will execute day-to-day operating rhythms, coach performance, manage escalations, and partner closely with lending and sales stakeholders to improve conversion and customer experience.
Job responsibilities
- Lead daily operations for the proactive outreach team, including workflow planning, prioritization, and service-level execution
- Hire, onboard, and coach a team of phone-based outreach associates to improve call-to-lead and lead-to-application conversion
- Set clear performance expectations and deliver ongoing coaching, feedback, and development planning
- Monitor scorecard results and quality outcomes, and take timely actions to improve performance while maintaining compliance
- Handle customer escalations and complex screening discussions with empathy, clarity, and effective problem resolution
- Manage exceptions and resolve complex operational issues using established guidelines, escalating when appropriate
- Partner with lending and sales stakeholders to align outreach activities with lead priorities and application goals
- Share relevant market and program insights with partners to support conversion and customer experience improvements
- Lead or contribute to departmental projects and cross-functional initiatives that improve processes and outcomes
- Use call center, telephony, and workflow tools to support operational excellence and identify process improvement opportunities
Required qualifications, capabilities and skills
- TBD years of direct people leadership experience, including coaching, performance management, and team development
- TBD years of experience in mortgage lending, home lending, or closely related financial services roles
- TBD years of experience leading or supporting outbound outreach and/or contact center teams
- Demonstrated ability to manage escalations and resolve complex customer situations with professionalism and sound judgment
- Ability to execute daily operating routines, manage priorities, and drive performance against defined metrics
- Strong communication skills, including the ability to deliver clear feedback and influence across partner teams
- Working knowledge of compliance and quality expectations in a regulated environment
- Proficiency with telephony and call center systems and comfort working in a fast-paced, time-sensitive environment
Preferred qualifications, capabilities and skills
- 1 year of mortgage sales experience
- Bachelor’s degree or equivalent experience
- Experience in an outbound and/or contact center environment
- Experience coaching teams on conversion behaviors and improving performance through call quality routines
- Experience building or scaling a new team, process, or program in a changing environment
- Familiarity with lead management workflows and partnering with sales teams to drive applications
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.
You are required to undergo a screening process and fingerprinting. A valid Driver’s License or Passport will be required, together with an NBI clearance (validity should cover at least 6 months from initial interview date).
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.
You affirm that you meet the Internal Application Eligibility Requirements. This includes checking or declaring potential conflict of interest as stipulated in the Employment of Relatives / Employees in Personal Relationships Policy - Firmwide.
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 Standard - Firmwide. 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 HR Policies and Guidelines.
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or 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.
Employer Description
Organization Description
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.