Join a team that safeguards loan quality and shapes how mortgage-backed securities are delivered at scale. You'll turn data into decisions, streamline processes, and build intelligent solutions that speed time to sale while strengthening controls. From root-cause analysis to end-to-end automation, your work will reduce defects and elevate customer and investor outcomes. You'll partner across business, technology, and operations to deliver real impact. If you thrive on solving complex problems and building better ways of working, this role is for you.

As a Process Improvement Associate in the Mortgage Operations team, you will allocate and deliver mortgage-backed securities while ensuring investor and regulatory compliance. You will drive end-to-end loan quality, reengineer critical workflows, and lead citizen development and automation that enhances salability and cycle time. You will use tools such as Alteryx, Python, and SQL to transform data into insights and action. Together, we will document processes, build reliable controls, and communicate results through clear reporting and executive-ready presentations.

Job responsibilities

• Deliver pooled loans to Government-Sponsored Enterprises and ensure accurate, timely completion of all transactions.
• Resolve loan delivery defects and route issues to the appropriate resolution center with clear, documented outcomes.
• Review loan data and transactions, identify discrepancies (e.g., payment history), and update internal and GSE systems.
• Execute pre-pooling data quality checks, open and clear exceptions, and escalate issues in real time to stakeholders.
• Analyze outputs to detect trends, root causes, and opportunities to improve salability and first-pass yield.
• Write clear Business Requirement Documents for technology releases and enhancements.
• Coordinate with Technology and UAT teams to align requirements, test plans, and deployment timelines.
• Build and deploy intelligent solutions and automated workflows; validate with rigorous data and system testing.
• Implement multiple releases into production and update procedures, controls, and training materials.
• Partner across operations, risk, and product to align improvements with business objectives and compliance needs.
• Prepare concise reporting and executive presentations that communicate status, impact, and next steps.

Required qualifications, capabilities, and skills

• 3 years of experience in mortgage banking, loan delivery, or mortgage operations.
• Experience writing Business Requirement Documents for technology changes.
• Proficiency in data analysis with Alteryx and SQL for data validation and issue resolution.
• Hands-on experience conducting system and user acceptance testing for operational releases.
• Proficiency with JIRA for intake, tracking, and documentation.
• Familiarity with Government-Sponsored Enterprise loan delivery requirements.
• Strong Excel and PowerPoint skills for analysis and executive reporting.
• Ability to manage multiple priorities with accuracy and attention to detail in fast-paced environments.
• Strong problem-solving and critical thinking skills with a focus on root-cause analysis.
• Clear, concise communication skills with the ability to influence cross-functional teams.
• Demonstrated accountability for risk and controls, including timely issue escalation.

Preferred qualifications, capabilities, and skills

• Experience with Tableau or UIPath and a track record of registered/production automations.
• Knowledge of mortgage platforms such as Black Knight, FHLMC Loan Selling Advisor, FNMA Loan Delivery, and GNMA SFPDM.
• Experience leading citizen developer initiatives and automation pipelines.
• Background in solutions management, including workflow design and timeline planning.
• Experience creating complex operational reporting with clear executive narratives.
• Familiarity working with audit, compliance, and regulatory stakeholders.
• Experience driving cross-functional process reengineering initiatives from concept to production.

ABOUT US

JPMorgan Chase, 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.

ABOUT THE TEAM

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.