-Research and resolve escalated first mortgage loan and/or home equity account related issues received from customer complaints that come in through the Foreclosure Lookback process. -Review loan servicing files, supporting documentation, and any other information that may validate or invalidate the claims.-Work with management throughout the Chase organization to coordinate steps in the resolution of issues.-Develop and maintain key contacts and working relationships with various functional servicing areas. -Proactively seek and maintain a working knowledge of select processes and current procedures of other functional areas which are necessary to facilitate research and provide resolution.-Follow up with customer to ensure satisfaction;