Geraldin Contreras
Galloway,OH
Summary
Quality assurance and business analysis professional with 17 years of experience at JPMorgan Chase, serving since 2009. Extensive expertise in Mortgage Banking, process improvement, risk identification, and cross-functional collaboration. Adept at leading quality reviews, driving operational enhancements, and delivering actionable insights in fast-paced environments. Recognized for strong communication, analytical, and leadership skills.
Overview
2026
2026
years of professional experience
Work History
Homeownership Preservation Office Assistant Case Manager
JP Morgan Chase
- Developed and maintained strong relationships with counseling agencies and housing advocates.
- Identified and communicated training needs on how to be a modification liaison.
- Analyzed trends and issues to pinpoint areas of improvement during the modification review process.
- Represented Chase at Neighborhood Assistance Corporation of America (NACA) events.
Business Analyst – Change Management, Mortgage Banking
JP Morgan Chase
- Current
- Engage with business partners to identify, assess, and submit change requests impacting multiple mortgage banking processes.
- Draft and update procedures, trainings, and communications to support operational excellence and compliance.
- Facilitate approvals for procedural changes and communications.
- Lead business assessments for change requests, ensuring accuracy and completeness.
- Support business partners in remapping efforts and process enhancements.
- Manage multiple assignments simultaneously, prioritizing effectively.
Executive Office Quality Senior Specialist III
JP Morgan Chase
01.2022 - 01.2024
- Serve as a Subject Matter Expert (SME) for the Quality Review team, taking the initiative to resolve or escalate identified gaps for Mortgage Banking, Credit Card, Auto, Student, Business Banking and Consumer Cases.
- Perform validations of established Quality Assurance processes.
- Review outgoing written correspondence to ensure thorough resolution and professional presentation.
- Monitor inbound and outbound phone calls.
- Review cases/letters for complete documentation and accurate coding.
- Enter quality observation details in a database and track specialist and group performance.
- Conduct research for Managing Director.
- Ensure assigned tasks are completed within agreed service level.
- Strategic decision making as well as participating in projects and initiatives related to quality.
- Participate in ad-hoc projects.
- Translate incoming customer correspondence in Spanish for our Mortgage, Card and Consumer business partners.
Community Bilingual Home Lending Advisor
JP Morgan Chase
01.2021 - 01.2022
- Proudly originating mortgages nationwide.
- Producing high quality loans by gathering all the information required; ensuring compliance with current lending guidelines and Chase policies; managing risk and customer expectations.
- Considering underwriting and pre-approval requirements; and recommending the products that best meet customer needs.
- Building customer awareness and educating potential customers in homeownership options that Chase provides.
Executive Solutions Group, Senior Specialist II
JP Morgan Chase
01.2017 - 01.2018
- Selected by senior management to pilot a cross-functional team, supporting each process of the Executive Office.
- Performed Quality Assurance reviews for Card and Consumer Executive Office cases.
- Prepared presentation decks and presented metrics to senior leadership.
- Managed daily case assignment to ensure all work is completed within Service Level Agreements.
- Handled responses to complaints regarding the firm’s charitable donations and political affiliations to avoid losing loyal customers.
- Translated incoming customer correspondence in Spanish for our Mortgage, Card and Consumer business partners.
Executive Office Senior Specialist and Letter Writer
JP Morgan Chase
01.2014 - 01.2017
- Translated Spanish correspondence from all lines of business in the Executive Office when needed as the only team translation specialist.
- Completed letter reviews for Home Lending
- Assisted Control Risk Group (CRG) with letter translations.
- Took and made Spanish calls for partners when applicable.
- Assisted with training new letter writers and experienced analysts who had not written previously.
- Ranked in Top 10 of all MBEO Analysts for quality performance.
- Coordinated the Fun Committee.
- Provided verbal and written findings for corrective actions when an error was identified.
- Met all deadlines by managing risk control to comply with business and regulatory service level needs.
Executive Office Media Issue Specialist
JP Morgan Chase
01.2010 - 01.2011
- Worked issues which had been escalated to Jamie Dimon’s office.
- Provided customize documentation to Senior Executives and Media Representatives.
- Gained expert-level knowledge of Fair Debt Collection Practices Act.
- Developed and maintained key partnerships with various lines of business, legal representatives and outside agencies.
- Translated Spanish correspondence.
Bilingual Customer Care Professional
JP Morgan Chase
01.2009 - 01.2010
- Responsible for Loan Servicing and Default calls.
- Won the “Most Valuable Performer” for First Quarter 2010.
- Exceeded Quality expectations with a Score average for 2010 of 99.40%.
- Solved customer’s concerns regarding escrow accounts, payments, misapplication of funds and any correspondence received from Chase.
- Performed miscellaneous activities as assigned by supervisors.
- Enhanced processes as Sales Captain for the refinance team.
- Provided feedback to peers about sale offer opportunities.
- Juggled large work volumes to execute work effectively and efficiently.
- Translated Spanish correspondence.
Education
Bachelor of Science - Business Administration
Ohio Dominican University
Columbus, OH01.2018
Skills
- Mortgage Banking Operations (Origination, Servicing, Default, Loss Mitigation, QC)
- Quality Assurance & Auditing
- Change Management & Process Improvement
- Issue Resolution & Problem Solving
- Risk & Control Management
- Analytical Thinking & Leadership
- Advanced Presentation & Communication
- Relationship Building
- Technical Writing & Documentation
- Project Coordination
- Proficient in Excel, PowerPoint, and MS Word
Languages
Spanish
Native or Bilingual
Timeline
Executive Office Quality Senior Specialist III
JP Morgan Chase
01.2022 - 01.2024
Community Bilingual Home Lending Advisor
JP Morgan Chase
01.2021 - 01.2022
Executive Solutions Group, Senior Specialist II
JP Morgan Chase
01.2017 - 01.2018
Executive Office Senior Specialist and Letter Writer
JP Morgan Chase
01.2014 - 01.2017
Executive Office Media Issue Specialist
JP Morgan Chase
01.2010 - 01.2011
Bilingual Customer Care Professional
JP Morgan Chase
01.2009 - 01.2010
Business Analyst – Change Management, Mortgage Banking
JP Morgan Chase
- Current
Homeownership Preservation Office Assistant Case Manager
JP Morgan Chase
Bachelor of Science - Business Administration
Ohio Dominican University