Quality Control Manager - Loan Servicing (Vice President)

Join JPMorgan Chase as a Quality Control Manager III in Loan Servicing, where you will lead a team dedicated to maintaining high standards of accuracy and efficiency in loan servicing. This Vice President-level role offers the opportunity to drive quality improvements and ensure compliance with organizational policies and guidelines.

Job Summary: The Quality Control Manager III is a Vice President-level managerial position responsible for overseeing the Quality Control function within Loan Servicing. This role requires attention to detail and the ability to interpret legal and credit documents. The candidate will ensure that data sourced from documents by the Loan Servicing Teams is accurately and timely enriched in the loan system. The role involves reviewing all transactions performed by servicing, providing scorecards on pass/fails, and offering input on procedural gaps or process improvements.

Job Responsibilities:

Administrative Oversight:

• Handle oversight of administrative functions for quality, including two-touch approvals, final reviews, scorecard changes, and quality application UAT/Prod enhancements.
• Embrace key organizational direction, policies, and guidelines for the team in accordance with globalization efforts.

Risk and Control:

• Establish and implement risk and control processes to improve productivity, quality, and customer satisfaction.
• Monitor key performance indicators to ensure the QC team processes all daily requests, meets SLAs, and exceeds quality metrics.

Quality Improvement:

• Partner with Loan Managers to improve quality through file review trend analysis.
• Participate in Loan Servicing internal audit requests and Risk & Control initiatives.

Team Performance:

• Set team performance standards using key metrics and monitor the team’s overall performance against goals set.
• Responsible for team member development, talent management, and succession planning.
• Provide mentoring, training, and assistance to new and existing team members.

Procedural Development:

• Assist in the creation and implementation of departmental procedures.
• Participate and lead continuous improvement activities.

Team Management:

• Conduct team and individual meetings with staff members.
• Prepare and facilitate performance review discussions.
• Monitor sick/personal/vacation days of team members.
• Handle performance issues within the team.
• Recruit, interview, and recommend new hires.

Required Qualifications, Capabilities, and Skills:

• Ability to adapt to or learn multiple loan systems (ACBS, Loan IQ, and VLS) as well as ancillary applications used in the process.
• Minimum of 13 years of supervisory experience.
• Knowledge of commercial loan credit and legal documentation, with the ability to interpret loan agreements.
• Proficient in Microsoft Office applications (Excel, Word, PowerPoint, Outlook, etc.).
• Ability to adapt to internal tracking and monitoring systems.
• Excellent interpersonal and written/verbal communication skills.
• Exceptional customer service skills.
• Ability to effectively multi-task and prioritize workloads while working within tight service levels.
• Strong organizational and time management skills.
• Ability to work in multiple team environments.
• Demonstrate attention to detail and accuracy with completed work.
• Ability to consistently maintain high performance levels in stressful situations and high-volume environments.
• Ability to think outside the box and generate ideas for process improvements.

JPMorgan Chase & Co., 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.