Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:

Customer focused Business Professional with over 20 years of Leadership experience who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Loan Operations Processing Assistant Manager, 01/2016 to
Bank Of UtahSalt Lake City, UT,
​​•  Responsible for proper functioning of all aspects of the payment processing, payoff processing, and investor processing.
•  Establishes goals and strategies for area of responsibility and makes periodic reports to management suggesting procedural changes to improve efficiencies, workflows, customer service and morale.
•  Monitors daily workflow for area of responsibility to adjust for absences and provide the necessary coverage to meet deadlines.
• Evaluates performances and keeps production on pace for subordinate employees.
 • Manages Payment Processing and provides support to our internal and external customers to ensure the integrity of all loan payment activity.
  • Manages Payoff Processing and ensures payoffs/releases are handled in a timely manner.
  •  Manages Investor Reporting and ensures loan participation sales to investors are established in the system for accurate reporting.
  •  Adheres to established loan policies and procedures and regulatory compliance to mitigate risk and exposure.
Treasury Management Specialist, 09/2015 to 12/2016
Chicago LighthouseChicago, IL,
•  Responsible for implementation, training and support of Business Online Banking, Mobile Banking, Bill Pay, Remote Deposit Capture and Positive Pay.
•  Processed and completed the set-up for all cash management enrollments and maintain business customer files, track sales records, monitor product usage and systems operation.
•  Provided assistance via telephone, in-person or e-mail in response to customer inquiry or branch referral.
•  Assisted in sales of Treasury Management services to business customers.
•  Provided assistance in training Bank personnel on the features and benefits of Treasury Management products and services.
•  Maintained relationships with vendors and escalates issues as needed.          
Call Center Manager, 01/2012 to 02/2014
BanescoCoral Gables, FL,
•  Managed, interviewed, hired and trained operational and technical call center analyst and supervisors and participated in the onboarding process.
•  Scheduled, monitored and conducted quality control audits of work performed by assigned employees to ensure system integrity, regulatory compliance, and customer safety. Worked closely with engineering to identify system improvements, upgrades  required to maintain system integrity.
• Researched and analyzed incoming issues using available resources, in managing and resolving problems.   Conducted meetings to communicate changes in policies and procedures and company updates.
•  Monitored call center results for performance trends, to ensure attainment of goals and expectations.
• Responsible for organizing, analyzing, compiling. forecasting and reporting data to improve efficiency.
•  Coordinated and communicated recommendations and efficiency changes to senior management and team leaders.
•  Monitored and managed job performance of analysts and supervisors, including working with HR in preparing and reviewing disciplinary actions and performance appraisals.
•  Collaborated with management team, product groups, and corporate office on trends and best practices.
•  Worked closely with other departments to coordinate support for impacting projects and planned maintenance.
•  Ensured compliance with all established budgets to include ongoing cost control and regular cost reduction reviews.
Loan Operations Manager, 03/2000 to 12/2014
•  Managed the daily operations of the customer care and loan operations department in an efficient and effective manner.  
•  Established and maintained an efficient and productive working environment within department based on continuous and effective staff communication.
•  Achieved established departmental goals within defined timeliness, as well as defined and implemented a measurement of acceptance staff performance in order to safeguard the Bank’s loan portfolio.
•  Reviewed loan documents to ensure documentation was approved and in compliance with regulations and company policy; maintained knowledge of current lending policies, procedures and regulations.
•  Implemented operation policies and procedures to ensure compliance with the State and Federal regulations and internal compliance requirements.
•  Worked closely with the operational departments on loan modifications, participations, rejects, renewals, restructures and out of balances. Ensured all required transactions, (payments, deposits, advances, extensions, charge offs, nonaccruals) were processed in a timely manner through the entire workflow process, both manual and system generated.
 • Assisted auditors, loan review, compliance and examiners to assist in Bank reviews and examinations.  Followed up and corrected any items addressed and ensured necessary changes or recommendations were implemented as directed.
• Wrote, formalized and updated loan operations procedures and training manuals.
•  Supported and coached team members to achieve performance standards and maximized their skills.  
Bachelor Degree: Arts, Sociology and Communications, Expected in 1988
University of Louisville - Louisville, KY
Arts, Sociology and Communications
Associates of Arts: , Expected in 1984
St. Catharine JR College - Springfield, KY
Additional Information
    SYNOVUS TRAINING CLASSES Principles of Banking, Excelling As a Supervisor (I and II), Foundations of Leadership (I, II, IIII) Coaching and Counseling, Discover The Leader in You, Right Steps for Success, Lean Initiative Training.   RECOGNITION/AWARDS Synovus Ace Awards (Achieving Constant Excellence)

    MS Office: Word, Excel, PowerPoint | AS400| SharePoint | Metavante 3270 | IBS Insight | Loan Origination System (LOS) | Outlook | Intranet Applications | Check Imaging | Synergy | Salesforce | Service Now | Interactive Intelligence (I3) | GroupWise| E-Time | Business Objects |Avaya Phone System

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    Resume Overview

    School Attended

    • University of Louisville
    • St. Catharine JR College

    Job Titles Held:

    • Loan Operations Processing Assistant Manager
    • Treasury Management Specialist
    • Call Center Manager
    • Loan Operations Manager


    • Bachelor Degree
    • Associates of Arts

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