Summary
Overview
Work History
Education
Skills
Timeline
Generic

FIONA POPE

Summary

Notary Public. Professional with 10 years experience in Commercial and Residential Lending. Extensive expertise in complex and time-sensitive projects, including digital deal client originating system. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

12
12
years of professional experience

Work History

Client Experience Specialist

JP Morgan Chase Bank NA
07.2023 - Current
  • Develop strong relationships with clients, leading to increased loyalty and repeat business.
  • Train new team members on best practices for delivering exceptional client experiences, raising overall performance standards across the team.
  • Collaborate with cross-functional teams to ensure seamless client experience throughout all touchpoints.
  • Served as a liaison between clients and internal departments, ensuring timely resolution of any issues that arose during the engagement process.
  • Achieved high levels of customer satisfaction through consistent delivery of quality work, attention to detail, and proactive problem-solving efforts.
  • Enhance client satisfaction by addressing concerns promptly and providing personalized solutions.
  • Follow up with customers about resolved issues to maintain high standards of customer service.
  • Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigate and resolve customer inquiries and complaints quickly.

Sr. Loan Specialist

First Republic Bank
03.2021 - 07.2023
  • Communicate with internal partners, providing excellent customer service and ensuring the customer relationship is maintained at the highest level
  • Develope and maintaine relationship with other business partners and external partners (attorneys, title companies and Insurance companies) to facilitate a smooth and positive client experience
  • Thoroughly analyze loan files for completeness, ensuring all documents meet secondary market and Bank loan program criteria
  • Complete KYC flightpath compliance
  • Process rate lock
  • Prepare loan files for closing/funding status to ensure all regulatory information and loan terms are accurately completed
  • Prepare pre-qualification, and or commitment letters
  • Proactively identified obstacles and collaborate with investor support and credit team to solution these obstacles.
  • Streamline loan processing procedures for increased efficiency and faster turnaround times.
  • Mentor new hires through onboarding processes ensuring smooth integration into the team.
  • Provide exceptional customer service, resolving complex issues and maintaining strong relationships with key clients.
  • Collaborate with training to customized training programs aimed at improving staff knowledge and services.
  • Maintain strict confidentiality of bank records and client information.
  • Collaborate with other departments to promptly process loan applications.
  • Process loan applications and monitored progress from start to finish.
  • Monitor pipelines to track and log status of loans.
  • Explain very technical financial information to applicants in easy to understand language.

Document Review Specialist

Compunnel Inc/Morgan Stanley
12.2019 - 03.2021
  • Coordinate with Legal, Compliance, Risk and Functional Business Leads to obtain approval prior to the implementation of changes to mortgage documents, disclosures, and print rules
  • Assist with maintaining inventory of mortgage documents, disclosures, and print rules for completeness and accuracy
  • Assist with maintaining the inventory of document change requests
  • Reviewed proposed changes to mortgage documents and introduction of new mortgage documents
  • Periodically meet with Legal and Compliance to ensure new regulations are properly identified and incorporated into mortgage documents, disclosures, and print rules
  • Provide status updates to management as required.

Sr. Loan Coordinator

JP Morgan Chase
10.2014 - 10.2019
  • Partner with stakeholders and senior management to analyze business proposals and evaluate ongoing business needs
  • Write and memorialize business requirements into user stories and present proposals for implementation
  • Collaborate with technology, system users and senior management to discuss proposals
  • Also create and deliver clear and concise scripts to meet objectives and system enhancement needs
  • Process mixed-use and commercial complex real estate loans in the Northeast and Midwest regions
  • Review entity loan structures: LLC, Partnership, Corps
  • Trust; client's property and credit documents to ensure they were compliant with the bank and regulatory requirement
  • Work independently to make decisions and interpret mortgage lending guidelines, policies, and procedures
  • Cultivate great partnership with other business partners to facilitate a smooth and positive client experience
  • Proactively identify obstacles and collaborate with Sr
  • Management, Legal and credit team to solution these obstacles
  • Provide one-one coaching and technical assistance to Junior staff and new employees.

Team Lead

JP Morgan Chase
08.2012 - 07.2014
  • Provide management support for up to 30 employees
  • Serve as a go-to person in VP and senior management absence
  • Provide leadership to processing department
  • Serve as a resource to sales team and other business partners
  • Monitor and prepare daily and week compliance reports including RegB
  • Process Chase Private Client mortgage loans (conventional, purchase and refinance) under various loan programs in accordance with bank policies and procedures
  • Analyze client(s) financial, property, and loan documents for accuracy
  • Coordinate with clients, internal and external business partners to obtain additional documents and to facilitate a great and positive client experience.

Education

Project Management with Agile Certificate -

Louisiana State University And A&M College
Baton Rouge, LA
04.2024

MA - Law -

Regent University
Virginia Beach, VA
12.2018

Bachelors - Accounting -

Brooklyn College of The City University of New York
Brooklyn, NY
12.2007

Skills

  • Exceptional communication
  • Teamwork and Collaboration
  • Attention to Detail
  • Computer Skills
  • Microsoft Office
  • Task Prioritization
  • Analytical Thinking
  • Product and service knowledge
  • Professionalism
  • Issue and Complaint Resolution

Timeline

Client Experience Specialist

JP Morgan Chase Bank NA
07.2023 - Current

Sr. Loan Specialist

First Republic Bank
03.2021 - 07.2023

Document Review Specialist

Compunnel Inc/Morgan Stanley
12.2019 - 03.2021

Sr. Loan Coordinator

JP Morgan Chase
10.2014 - 10.2019

Team Lead

JP Morgan Chase
08.2012 - 07.2014

Project Management with Agile Certificate -

Louisiana State University And A&M College

MA - Law -

Regent University

Bachelors - Accounting -

Brooklyn College of The City University of New York

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