Ericka A. Ortiz
Lockport,IL
Summary
Bilingual (English/Spanish) banking professional with 10+ years of experience in client support, loan operations, and cross-functional coordination. Proven ability to manage complex client requests, ensure accurate documentation, and collaborate with internal teams to deliver seamless onboarding and servicing experiences. Strong background in resolving escalations, supporting loan processes, and maintaining high levels of client satisfaction in fast-paced financial environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Financial Services Representative II
CIBC
Worth, Illinois
07.2024 - Current
- Serve as primary point of contact for clients, handling account servicing, loan-related inquiries, and general account support
- Guide clients through forms, applications, and next steps, ensuring clear understanding of processes and requirements
- Handled phone inquiries and escalations with professionalism and accuracy, ensuring timely resolution of client issues
- Process client requests and follow up to ensure timely completion and resolution
- Coordinated with internal teams, including loan servicing and support departments, to resolve client inquiries and status requests efficiently
- Provided bilingual (English/Spanish) support to enhance communication and service for diverse client base
- Consistently meet performance expectations related to call handling, accuracy, compliance, and client experience
Independent Work
Personal Business Banker
, IL
12.2022 - 07.2024
- Coordinated independent client work, overseeing scheduling, communication, and service delivery
- Nurtured client relationships during transition back to full-time role
- Guided students through independent work assignments.
- Facilitated small groups of students during independent work time providing guidance when needed.
- Guided students toward independent work habits and self-advocacy skills.
Senior Loan Officer / Digital Banking Specialist
PNC Bank
Downers Grove, Illinois
11.2021 - 12.2022
- Managed full loan lifecycle, including application intake, documentation collection, processing, and closing coordination
- Supported high client volume while maintaining accuracy, compliance, and timely follow-up
- Guided clients through digital banking tools and onboarding processes
- Utilized Salesforce CRM to track pipeline, documentation, and client interactions
- Delivered bilingual (English/Spanish) support to ensure clear communication and accessibility
Senior Mortgage Consultant
Guaranteed Rate
Chicago, Illinois
02.2020 - 11.2021
- Managed loan pipeline, coordinating with internal teams to facilitate timely processing and closings
- Maintained consistent communication with clients throughout loan process to enhance transparency and trust
- Ensured adherence to underwriting guidelines and documentation requirements to mitigate risk and support loan approvals
Senior Mortgage Consultant
Wells Fargo
Oak Brook, Illinois
08.2019 - 02.2020
- Guided clients in selecting optimal mortgage options and navigating application processes
- Coordinated loan activities from application to closing, ensuring timely processing and adherence to deadlines
- Ensured compliance with lending regulations and internal policies to mitigate risk and uphold standards
Branch Manager / Sales Assistant
Paramount Residential Mortgage Group (PRMG)
Berwyn, Illinois
09.2017 - 08.2019
- Progressed from Sales Assistant to Branch Manager, supporting loan operations, client onboarding, and team coordination
- Oversaw daily workflow, ensuring timely processing and documentation accuracy in compliance with lending requirements
- Coordinated with loan officers, processors, and underwriters to streamline loan processing and closings
- Facilitated client communication and follow-up throughout loan process, enhancing client experience and satisfaction
- Supported team training and onboarding, reinforcing procedures and performance expectations
Loan Processor / Loan Partner II
Alterra Home Loans
Chicago, Illinois
01.2016 - 09.2017
- Facilitated timely loan closings through proactive coordination with clients and stakeholders
- Verified accuracy and completeness of loan files before underwriting to minimize errors
- Coordinated loan documentation, processing timelines, and communication with clients and internal teams to streamline workflow
Education
High School Diploma -
Morton East High School
Cicero, IL06-2002
Skills
- Loan Operations & Documentation
- Payment & Payoff Processing
- Fraud Prevention
- Regulatory Compliance & Accuracy
- Client Onboarding & Account Support
- Customer Experience & Relationship Management
- Cross-Functional Coordination
- Issue Resolution & Escalation Handling
- Systems: IBS, MeridianLink, Middle Office, Biller Console, Salesforce, Encompass, Microsoft Office (Excel, Word, Outlook)
- Bilingual Communication (English/Spanish)
Certification
- Licensed Mortgage Loan Officer
- Loan Processing
- Regulatory Compliance
- Banking Systems
Timeline
Financial Services Representative II
CIBC
07.2024 - Current
Independent Work
Personal Business Banker
12.2022 - 07.2024
Senior Loan Officer / Digital Banking Specialist
PNC Bank
11.2021 - 12.2022
Senior Mortgage Consultant
Guaranteed Rate
02.2020 - 11.2021
Senior Mortgage Consultant
Wells Fargo
08.2019 - 02.2020
Branch Manager / Sales Assistant
Paramount Residential Mortgage Group (PRMG)
09.2017 - 08.2019
Loan Processor / Loan Partner II
Alterra Home Loans
01.2016 - 09.2017
High School Diploma -
Morton East High School