Organized and efficient manager supporting varies lines of business and senior management personnel with demonstrated expertise in Mortgage Banking and operational leadership. Skillfully professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, problem solving, improving customer satisfaction and maintain business integrity and quality of service.
Accomplishments
Collaborated with teams across several teams across Escalation Management Services(EMS) in the development of Digital Initiative for customers, Bank Error Initiative and High Risk Project. Also working with liaisons outside of our current department for any issues that was out of the scope of our current department.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Achieved results by completing independent reviews with accuracy and efficiency.
Documented all issue which led to process change or procedure update.
Skills
Team Building
Regulatory Compliance
Decision Making
Motivational Leadership
Performance Management
Staff Development and Training
Team Management and Supervision
Quality Assurance
Complex Problem Solving
Research and Analysis
Microsoft Office
Verbal and Written Communication
Multitasking and Prioritization
Documentation and Recordkeeping
Work History
09/2016 to Current
Associate MB Escalations SupervisorJPMorgan Chase Bank – City, STATE,
Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
Developed internal requirements which complied with Compliance/Audit standards to minimize regulatory risks and liability across program.
Established and updated work schedules to account for changing staff levels and expected workloads.
Hired, managed, developed, and trained staff, established and monitored goals, conducted performance reviews, and administered for staff.
Collaborated with all line of business and departments for best customer experience.
Developed and implemented office management procedures to increasing training team productivity and accuracy.
Developed highly efficient team through ongoing coaching and professional development opportunities.
Coordinated individual duties after careful evaluation of each agent’s kill level and knowledge.
Kept high average of performance evaluations over last 12 months.
Achieved all specific team objectives and collection activity.
Directed using my wealth knowledge across varies departments.
Resolved issues through active listening and open-ended questioning, escalating major problems to responsible contacts or Lines of business.
Responsible for directing all activities necessary to resolve escalated customer issues in writing.
Ensuring that all inquiries that are received from internal partners and or customers all issues are addressed in final response letter/email.
· CRG Team supports all written complaints received that can include Mortgage Loans, Appeals, Home Equity Loans, and Lines of Credits and varies other written issues for EMS.
Team is Responsible for Mailing of Final letter via Letter Tool (Inforsource), Editing Team.
Effectively communicate and manage Chase policies, team goals, and strategic direction.
Comprehensive knowledge of Chase policies and procedures.
Assisting with review and actions needed for Action plans for Audit & Compliance.
Preparation for Audit readiness, as we support regulatory processes.
Monthly Calibrations with agents/ leaders of all process that CRG supports for as Quality.
Written Correspondence SME/Liaison.
Assist VP as needed with special projects, Root Causes, and any questions related to written correspondence.
11/2012 to 09/2016
HL Supervisor IIIJPMorgan Chase Bank – City, STATE,
Manage group of 8-10 Quality specialists.
Responsible for performing account reviews and audits to ensure compliance with internal control requirements.
Manage controls reports to make sure that we are compliance with internal, investor.
Compile and analyze statistical data relative to unit productivity.
Inform staff of any change in policy and procedures, allocate resources.
Train new staff members and conduct performance reviews along with making recommendations regarding corrective actions and dismissals.
Monitor team reports daily.
Working Private Investor Portfolio, making sure that all things are submitted to Investor in timely manner, so that referral will be on timely.
Maintaining/ managing all report with Pre Referral Exception and FHA Checklist.
Reviewing procedures making sure that they are in line with our process.
Working with other departments to resolve issues timely.
Assisting management with questions, daily needs.
Assist AVP/VP with special projects as needed, all were done in timely manner.
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