DIANE M JACKSON
Shaker Heights,OH
Summary
Motivated Real Estate and Mortgage professional of 30+ years which thrives in fast-paced environments. Works independently, with minimal supervision and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures,
Overview
27
27
years of professional experience
Work History
Client Care Specialist (CCS) II
Chase
Cleveland, AL
10.2010 - 09.2022
- In Retail Operations, assisted customers with their home financing needs by processing and coordinating efforts across sales, underwriting, and closing to provide timely closing for Conventional, FHA and VA home purchase or refinance.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.
Executive Office Specialist
Chase
Columbus, OH
04.2014 - 01.2016
- Resolved customer issues in Originations escalated to CEO and other members of Senior Management along with issues escalated externally to regulators such as Office of Comptroller of Currency or Consumer Financial Protection Bureau
- Responsibilities include managing, investigating, and responding to high volume of sensitive, complex customer concerns and partnering with various company-wide departments to resolve these issues along with tracking case information in complaint database.
- Actively listened to customers' requests, confirming full understanding before addressing concerns
Loan Shipper III
KeyBank
01.2009 - 01.2010
- Accountable for preparation of closed loan files for off-site storage shipping
- Responsible for all post-closing clerical duties
- Developed system for tracking closing and post-closing file transference.
Supervisor
OFFICE MAX
01.2008 - 01.2009
- Oversee Impress printing department and Intern as Manager-on-Duty
- Prepared department schedules, supply orders, and managed payroll costs based on department monthly profit & loss
- Ensured daily communications relaying store and corporate information to all team members by huddles and radio devices; maintained Production Communication Log
- Encouraged and provided outstanding customer service to internal and external customers for on-time, efficient and accurate production; assisted customers by creating, manipulating, and editing desktop publishing applications
- Managed customers' specialty orders provided by various vendors, in addition to resolving all order issues directly with vendors
- Opened and/or closed retail site and cash control procedures
- Crossed-trained store employees on basic vendor ordering procedures, machine operations and machine repairs
- Identified, coached, developed, motivated and support employees so that can provide superior service to every customer
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Closing Confirmation Team (CCT) Processor
Robert Half Assignment JP Morgan Chase Home Equit
Beachwood, OH
01.2006 - 01.2008
- Thoroughly reviewed requested executed loan documents for accuracy and prepared files for funding.
- Disbursed funds and documents according to instructions from mortgage company, payoff lender, title and other appropriate parties.
- Proofed recording documents for typographical errors, signatures, notary documentation and missing data.
- Reviewed and validated details of loan applications and closing documentation.
Mortgage Specialist II
WELLS FARGO HOME Mortgage
01.2002 - 01.2006
- Decision, processed, closed and funded Conventional and FHA applications with stated and/or minimum documentation
- Conventional loan applications within 5-7 days and FHA loan applications within 8-10 days
- Closely worked with Home Mortgage Consultants, title companies, appraisers, insurance companies, and borrowers to resolve any outstanding issues
- Averaged at least 90% customer service rating each month and attained 100% on two occasions.
Sr. Loan Processor
CHARTER ONE BANK
, N.A
01.1997 - 12.2001
- Assisted in all areas within Servicing department as needed
- Processed payments of taxes and insurance on residential properties, automobiles, recreational vehicles, and boats
- Implemented escrow database program shortening escrow payments inputting time by 50%
- Simplified a tracking system that improved retrieval of paid off loans for off- site storage and loans sold to investors
- Prepared and notarized satisfactions, assignments, loan modifications and partial releases for paid off loans.
Education
Notary Public Commission -
Cuyahoga County
OhioBA - Non-Profit Administration & Leadership
Cleveland State University
Cleveland, OH05.2013
AA - Business Management
Cuyahoga Community College
Cleveland, OH05.2011
Skills
- Building Customer Trust and Loyalty
- Managing Multiple Tasks
- Courteous with Strong Customers Service Mindset
- Establishing and Maintaining Customer Relationships with Data Confidentiality
- Document and Records Management
- Administration and Reporting
Volunteer
April 2013 – Present
Redcoat, Playhouse Square
Head Usher – August 2016 – Present
Affiliations
June 2013 – Present
Toastmasters International, 6500 Eastside Toastmasters and Citadel of Hope Toastmasters
Education Awards:
· Pathways Motivational Strategies – Level 2, October 2022
· Pathways Leadership Development – Level 2, October 2022
· Club Coach, Citadel of Hope Toastmasters– Awarded June 2020
§ Pathways Effective Coaching – Level 5, June 2022
· Advanced Leadership Bronze (ALB) – October 2019
· Competent Communicator (CC) – January 2019
· Competent Leadership (CL) – June 2018
Offices Held:
· District 10 Eastern Division Director – Present
· VP of Education, 6500 Eastside Toastmasters – Present and July 2018-2019
· VP Public Relations, 6500 Eastside Toastmasters – Present
· Secretary, Citadel of Hope Toastmasters – Present
· Secretary/Treasurer, 6500 Eastside Toastmasters – July 2019- June 2020
· VP of Education, TEAM Toastmasters (Columbus, OH) – March 2015 – January 2016
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Executive Office Specialist
Chase
04.2014 - 01.2016
Client Care Specialist (CCS) II
Chase
10.2010 - 09.2022
Loan Shipper III
KeyBank
01.2009 - 01.2010
Supervisor
OFFICE MAX
01.2008 - 01.2009
Closing Confirmation Team (CCT) Processor
Robert Half Assignment JP Morgan Chase Home Equit
01.2006 - 01.2008
Mortgage Specialist II
WELLS FARGO HOME Mortgage
01.2002 - 01.2006
Sr. Loan Processor
CHARTER ONE BANK
01.1997 - 12.2001
Notary Public Commission -
Cuyahoga County
BA - Non-Profit Administration & Leadership
Cleveland State University
AA - Business Management
Cuyahoga Community College
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