Home Lending Manager I

Make an impact on customers during one of life’s biggest financial decisions. In this role, you will lead a team that supports a high-quality home lending experience from application through closing. You will set priorities, coach performance, and remove obstacles so work moves efficiently and accurately. You will also partner closely with stakeholders to improve processes while maintaining strong risk and compliance practices.

Job summary

As a Home Lending Manager in the Home Lending Support team, you lead a team of Home Lending Assistants and help deliver a consistent, high-quality customer experience throughout the origination process. You partner closely with Home Lending Advisors and internal stakeholders to set daily priorities, resolve exceptions, and drive continuous improvement. You balance service excellence, operational rigor, and risk discipline to help the team meet customer and business outcomes.

Job responsibilities

- Lead, coach, and develop a team of Home Lending Assistants supporting the home lending origination process
- Set daily workflow priorities, assign work, and coordinate team coverage to meet service-level commitments
- Partner with Home Lending Advisors to support sales activity, pipeline progress, and a strong end-to-end customer experience
- Monitor pipeline milestones from document collection through underwriting decisions, closing preparation, and funding support
- Review and resolve exception items and complex cases, escalating appropriately and ensuring timely resolution
- Manage performance through regular feedback, coaching, and documented goal-setting aligned to role expectations
- Support hiring, onboarding, training, and retention efforts to build a strong and inclusive team culture
- Communicate clearly across the team and with business partners to align on priorities, risks, and customer needs
- Identify process gaps and implement improvements to enhance accuracy, efficiency, and customer experience
- Oversee team participation in departmental projects and change initiatives, ensuring adoption and readiness

Required qualifications, capabilities and skills

- People management experience with direct responsibility for coaching, development, and performance management
- Experience supporting home lending and/or mortgage origination activities in a customer-facing operations environment
- Ability to manage daily workflow planning, work allocation, and competing priorities in a fast-paced setting
- Ability to handle escalations and resolve complex customer or employee issues with sound judgment
- Demonstrated ability to coach phone-based customer communication and service behaviors
- Proficiency in pipeline management and tracking milestones through the origination lifecycle
- Knowledge of compliance expectations relevant to home lending operations and an ability to follow documented procedures
- Strong written and verbal communication skills, including the ability to influence internal and external partners
- Strong problem-solving and conflict resolution skills, including the ability to delegate effectively
- Proficiency using Windows and Microsoft Office tools for documentation, analysis, and reporting

Preferred qualifications, capabilities and skills

- 5 years of people management experience
- Experience leading teams within a large operations department or shared-services environment
- Bachelor’s degree
- Experience partnering with customers and third parties (for example, real estate agents) to support timely outcomes
- Experience supporting home lending originations across multiple US states and related process variations
- Advanced proficiency with computer-based workflow tools and reporting

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

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