Ciara German
Phoenix,AZ
Summary
Accomplished professional with extensive experience in loan processing and customer service, totaling over 15 years. Demonstrated ability to maintain accuracy and compliance while supporting team dynamics. Strong mentoring skills and a commitment to organized workflows in fast-paced environments. Authorized to work in the US and willing to relocate.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Local Search Auditor
U-Haul
05.2025 - 08.2025
- Daily communication with field teams and internal stakeholders.
- Manage and optimize Google Business Profiles.
- Resolve duplicates, unverified, and suspended listings.
- Utilize Google API tools to research and fix issues.
- Collaborate with cross-functional teams to ensure accurate information.
- Maintain consistency and accuracy across all online listings
Remote Assistance Quality Lead
General Motors
01.2023 - 05.2025
- Audit advisor performance and support coaching processes
- Implement scalable quality strategies and tools
- Analyze issues, identify root causes, and recommend improvements
- Develop and deliver individual and group training plans
- Communicate updates effectively with teams and leadership
- Adapt quickly and make sound decisions in fast-paced environments
- Lead SOP setup and process implementation
- Assess information with focus on safety and risk management
Client Care Specialist II
JPMorgan Chase & Co
01.2022 - 12.2022
- Communicate with customers throughout the loan approval process, from conditional approval to final signing.
- Review loan structure, request required documentation, and guide customers through next steps.
- Maintain accurate records and communication logs to support a smooth process and timely contract execution.
- Discuss final loan terms, address customer questions, and confirm signing timelines.
- Resolve customer concerns promptly and escalate issues to the Mortgage Banker when needed
Senior Loan Processor
Lennar Mortgage
12.2020 - 08.2021
- Review loans for risk analysis and compliance with agency and investor guidelines.
- Ensure contracts and agreements are accurate and fully executed.
- Render timely decisions within 48 hours while meeting quality and productivity standards.
- Mentor processing staff on training needs and underwriting systems.
- Keep management informed of urgent issues requiring attention.
- Monitor operations, recommend process improvements, and prepare reports on activities and performance.
Mortgage Processor 4
Wells Fargo
06.2020 - 12.2020
- Utilize automated underwriting systems to assess risk, salability, and borrower documentation needs.
- Manage a pipeline of 30-50 loan applications.
- Review applications for accuracy, confirm title and vesting, and collect required documents to support approvals.
- Ensure contracts and agreements are accurate and fully executed.
Loan Processor II
Movement Mortgage
11.2016 - 06.2019
- Ensured compliance with company policies, underwriting guidelines, and lending programs.
- Supported and trained new associates during role transitions.
- Reviewed and verified borrower income, credit, appraisals, and documents for underwriting.
- Built strong customer relationships to encourage repeat business.
- Managed high loan volumes while maintaining quality and approval standards.
- Provided coaching, side-by-side training, and reporting for team development.
Education
High school or equivalent - undefined
Rio Salado College
Skills
- Documentation review and management
- Google Business Profile optimization
- API integration
- Risk assessment
- Customer service excellence
- Credit evaluation
- Microsoft Outlook proficiency
- Effective communication
- Mortgage loan processing expertise
- Mortgage Loan Processing
- Document Management
Certification
Training Certification
Accomplishments
- Obtained Training Certification-Cruise LLC
- Accepted and contributed to Excellence Program-Cruise LLC
Timeline
Local Search Auditor
U-Haul
05.2025 - 08.2025
Remote Assistance Quality Lead
General Motors
01.2023 - 05.2025
Client Care Specialist II
JPMorgan Chase & Co
01.2022 - 12.2022
Senior Loan Processor
Lennar Mortgage
12.2020 - 08.2021
Mortgage Processor 4
Wells Fargo
06.2020 - 12.2020
Loan Processor II
Movement Mortgage
11.2016 - 06.2019
High school or equivalent - undefined
Rio Salado College