Chantel Jones

Work History

Momentum Financial Services Group

Malvern, PA

06.2018 - Current

Enhanced operational efficacy by evaluating business requirements against customer experience and resolving or escalating anomalies when necessary.
Implemented quality measures to ensure highest possibility of accurate credit reporting of loan management data, maintaining accuracy level of 96% or above.
Supports effective control environment by consulting with line of business stakeholders on development of and changes to products and services.
Analyzed and reported key performance metrics to senior management.
Developed business requirements systems and procedures to improve operational quality and team efficiency.
Trained and guided team members to maintain high productivity and performance metrics.
Introduced new business practices and system workflows to reduce servicing turnaround time to less than one (1) business day.
Mitigated business risks by working closely with staff members and assessing performance.
Manage/track outstanding remediation activity on ongoing basis through internal reports and logs, ensuring all mediation deadlines are met.

Sunz Towing, LLC

Fort Worth, TX

09.2017 - 06.2018

Created, maintained, and updated filing systems for paper and electronic documents.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills to reduce injury.
Oversaw office inventory activities, reducing costs by 50% through strategic ordering and vendor processing.
Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Managed compliance to keep organization operating within legal and regulatory guidelines.
Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Leveraged data and analytics to make informed decisions and drive business improvements.
Maintained computer and physical filing systems.
Controlled finances to lower costs and keep business operating within budget.

Think Finance

Fort Worth, TX

04.2014 - 11.2017

Collaborated with multiple departmental business partners to resolve escalated customer concerns and deliver enhanced complaint resolution experience for SAAS clients.
Liaised with in-house and outside legal counsel, risk management, internal audit, IT, and operations to direct compliance issues to appropriate channels for investigation and resolution.
Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
Created and presented high-level reports to company Board and Audit and Compliance Committee members.
Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.
Maintained current knowledge of loan products and applicable requirements, processes, procedures, internal policies and regulations.
Developed system requirements and maintained system for tracking and reporting escalated complaints and compliance violations.
Performed quality reviews to uncover workflow and communication issues.
Identified, investigated and documented compliance violations and recommended corrective measures.