Job Description

Join a fast-paced team that keeps the closing process moving when questions and issues arise. You will be the trusted voice that helps customers, internal teams, and external partners get to clear, compliant outcomes. Each day brings new scenarios that require judgment, accuracy, and excellent communication. If you enjoy problem-solving and making a direct impact on customer experience, this role is for you.

As a Closing Hotline Specialist in Home Lending, you help customers and partners resolve closing-related questions and clear issues tied to title documentation and fee accuracy. You’ll partner closely with operations teams and third-party vendors to confirm documents, validate data, and keep transactions on track. You’ll thrive here if you enjoy a high-phone-volume environment, take pride in precision, and communicate clearly while balancing multiple priorities. Together, we deliver a closing experience that is accurate, timely, and aligned to our standards and controls.

Job responsibilities

• Answer inbound calls from internal and external partners to resolve closing-related questions
• Review title documents to confirm they meet requirements and align to loan file data
• Document customer, vendor, and partner interactions with clear, complete notes
• Coordinate with title vendors to obtain missing information and follow up to resolution
• Perform title clearance reviews and identify changes that require updates or escalation
• Validate vesting and ownership details and support updates when changes are needed
• Verify property type and key file attributes and address discrepancies
• Review survey-related exceptions and escalate for legal review when appropriate
• Ensure required closing and title documents are accurately stored in the loan file system
• Reconcile closing fees to confirm accuracy and compliance with applicable requirements
• Escalate complex or time-sensitive issues that cannot be resolved through standard procedures

Required qualifications, capabilities, and skills

• 3 years of experience in the mortgage industry (closing, title, post-closing, or related operations)
• 1 year of experience supporting customers or partners in a phone-based servicing or operations environment
• Ability to read and interpret title-related documents (for example, title commitments, wiring instructions, tax documents, and closing protection documentation)
• Ability to reconcile and validate closing fees using documented procedures and supporting documentation
• Demonstrated attention to detail, including accurate documentation of actions taken and outcomes reached
• Strong verbal communication skills, with the ability to explain requirements clearly to customers and partners
• Strong written communication skills for case notes, summaries, and escalations
• Ability to follow defined controls and procedures, including heightened procedures during cybersecurity events
• Proficiency with standard productivity tools (for example, email, spreadsheets, and document review)
• Ability to manage multiple cases at once and meet time-sensitive deadlines
• Ability to work an in-office schedule Monday–Friday, 10:00 a.m.–7:00 p.m.

Preferred qualifications, capabilities and skills

• Experience reviewing title clearance conditions and resolving exceptions with vendors
• Experience balancing or auditing closing disclosure fees or similar mortgage fee workflows
• Experience working in a loan origination or closing platform and an enterprise document imaging system
• Experience partnering with title companies, settlement agents, and other third-party closing vendors
• Experience identifying when an issue requires escalation to legal, risk, or compliance partners
• Experience supporting purchase and refinance transactions across multiple property types

• Experience using structured templates or checklists to document title or fee review decisions

  Schedule Hours: Monday-Friday 10-7 – IN-OFFICE

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans