Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Mortgage Servicing Team Manger and dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Develops successful programs to improve profitability.

  • Reliable
  • Excellent communication skills
  • Strong interpersonal skills
  • Dependable
  • Expert in risk management
  • Proficient in MS Office, Word, Excel, and PowerPoint
  • Complex problem solving
  • People-oriented
  • Detail-oriented
  • Excellent time management skills
  • Excels in team leadership
  • Excellent work ethic


Emerging Leadership Program

Manager of the Month

Service of Excellence Awards

Top Performing Team

04/2012 to Current Officer, Mortgage Servicing Team Manager Bank Of America | City, STATE,
  • Responsible for 22 associates in Plano,TX and Tempe, AZ.
  • Manage RTNS Claims for FHA Government Loans.
  • Manage VA Government loans.
  • Manage RTNS Claims workflow across four different states.
  • Created all training materials for department
  • Updated all policy and procedures for LOB.
  • Train all new hires for department
  • Coach associates daily for performance.
  • Created a SharePoint for department use.
  • Send out daily reports to Senor Leadership.
04/2009 to 04/2012 Mortgage Servicing Team Manager Bank Of America | City, STATE,
  • Managed 15-30 associates.
  • Managed Held For Investor loans(HFI), Servicing for Others loans(SFO), also 1st and 2nd liens
  • Coach and train associates.
  • Managed delinquency stages 30-180 day accounts.
  • Managed Centralized Dialer teams.
  • Managed True Account Ownership Teams
  • Managed additional associates that were responsible for Departmental Escalations.
  • Created SharePoint for True Account ownership team to filter daily work.
  • Side by Side Monitoring
  • Call Calibrations
  • Responsible for Customer Experience Surveys for three sites and build reporting for Senior Leadership
  • Responsible for Voicemail Reports and departmental extension deployments.
09/2008 to 03/2009 Outsourcing Liaison- Vendor Management Bank Of America | City, STATE,
  • Responsible for 335 agents and Team Leads
  • Managed delinquency stages 30-150 day Spanish and English accounts
  • English and Spanish Call Listening sessions.
  • Browse sessions
  • Based on daily productivity report I would identify need for improvement and provide feedback to agents and their Supervisors weekly.
  • Meet with Director weekly to come up with different strategies to improve performance.
  • Facilitate Education to Team Leads and New Hire Classes.
Expected in | Exercise and Sports Science University of North Carolina at Greensboro, Greensboro, NC GPA:

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  • University of North Carolina at Greensboro

Job Titles Held:

  • Officer, Mortgage Servicing Team Manager
  • Mortgage Servicing Team Manager
  • Outsourcing Liaison- Vendor Management


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