Hope Janezich
Client Care Specialist III- Team Leader
Jacksonville,FL
Summary
Dynamic, enthusiastic and adaptable to every situation. Driven personality with autonomy for investigations...always searching for the "why" behind every question so resolution follows. Managing/training/mentoring through positive growth and development. Proven track record in driving production & quality through training and inclusivity, which lends to better rate of retention, and happy workers. Effective and adaptive in transitioning from different roles and digital processes working numerous systems simultaneously. Big picture focus to embrace a new opportunity, learn new processes and share my experience, knowledge value,vision and excellence in work ethic and loyalty. Self-success and success of a team is success for the company.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
4
4
Certificates
Work History
Client Care Specialist III- Team Leader
JPMorgan Chase
Jacksonville, FL
11.2019 - Current
- Trained (10+ employees every 3 months) Zoom training; side-by-sides mentor to enhance productivity to meet goals and collaboration to enhance strengths, cohesiveness and inclusivity.
- Collaborated with supervisors on employee performance and offered recommendations for advancements, team lead, project management and specific tasks to handle.
- Communicating, implementing and adhering to metrics with team(s) via digital spreadsheets and Excel utilization.
- Established as reliable resource for information through networking.
- Troubleshooter of complex matters and customer resolution.
- Conducted weekly communication meetings with Senior management & team(s) to discuss goals, issues, concerns and updates.
- Top producer - 2020 (COVID); 282 loans funded ; Cycle time 31 days; CSTAT 83%
- Top Producer - 2021 (non COVID) ranked 18 out of 412 Average weighted National Rank
- Current Top Performer - 2022 -CSTAT 100%; Funding 111.98%; Cycle Time 27.96 days
- weighted National Rank
Home Lending Supervisor
JPMorgan Chase
Tampa, FL
07.2012 - 10.2013
- Resolution expert to decrease escalation issues to corporate and provide best customer satisfaction.
- Prepared & organized daily operational reports for pipeline/account reviews weekly.
- Evaluated 14+ employee performance quarterly and annual reviews.
- Excelled in Microsoft Office and other software tools to create streamline communication and productivity.
- Initiated and maintained personnel and employee-related files and records and established archives to support internal audits.
- Maintained energy and enthusiasm in fast-paced environment
Loss Mitigation Supervisor, Short Sales
JPMorgan Chase
Tampa, FL
08.2010 - 07.2012
- Developed and launched multiple on-site client training seminars to real estate agents quarterly to foster understanding and implementation of loss control strategies.
- Studied economic Housing information daily and read historical data to evaluate soundness of operational practices against business framework.
- Produced effective loss results within budget of <$350,000.
- Administered monthly, quarterly & Annual assessments to foster positive feedback or room for improvements.
- Resolved issues quickly to maintain productivity goals.
- Applied lean practices to balance workflow and eliminate unnecessary steps.
- Worked with vendors to negotiate better sales prices, and resolve defective document processing.
Collections Team Lead
JPMorgan Chase
Tampa, FL
03.2007 - 08.2007
- Achieved monthly performance goals (60 loans closed), greater than 90% CSTAT; cycle time
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Trained new team members on scripts, company services and collection strategies
- Entered client details and notes into system for interdepartmental access and review
Education
Bachelor of Arts - Inner Disciplinary Social Sciences & Criminology
University of South Florida
Tampa, FL 01.2002 - 07.2004
Associate of Science - Law Enforcement Administration
Pasco Hernando Community College
New Port Richey, FL 08.1984 - 05.1986
Skills
Daily workflow improvement
Effective Communicator
Analytical Decision Making
Performance and process management
Teambuilding/Inclusivity
Loan Practitioner
Adhere to Metric Driven Environment
Timeline
Harvard Manage Mentor- Coaching
07-2022
Harvard Manage Mentor-Team Management
07-2022
Harvard Manage Mentor-Difficult Interactions
07-2022
Harvard Manage Mentor- Diversity Training
06-2022
Client Care Specialist III- Team Leader
JPMorgan Chase
11.2019 - Current
Home Lending Supervisor
JPMorgan Chase
07.2012 - 10.2013
Loss Mitigation Supervisor, Short Sales
JPMorgan Chase
08.2010 - 07.2012
Collections Team Lead
JPMorgan Chase
03.2007 - 08.2007
Bachelor of Arts - Inner Disciplinary Social Sciences & Criminology
University of South Florida
01.2002 - 07.2004
Associate of Science - Law Enforcement Administration
Pasco Hernando Community College
08.1984 - 05.1986