Summary
Overview
Work History
Education
Skills
Certification
horseback riding, paddle boarding, traveling
Work Availability
Software
Interests
Timeline
Accomplishments
Hi, I’m

Hope Janezich

Operations
Jacksonville,FL
Hope Janezich

Summary

With a robust background in the banking industry and a passion for real estate, I bring a diverse skill set and proven track record of excellence in both sectors.

In my career in banking, I honed my skills in financial analysis, risk management, and client relations. I successfully navigated dynamic market conditions and adapted strategies to capitalize on emerging opportunities. Throughout my tenure, I was selected for numerous special projects, including initiatives aimed at enhancing operational efficiency and driving revenue growth. These opportunities were a direct result of my commitment to excellence and ability to deliver results under pressure.

Eager to broaden my horizons, I transitioned into real estate, specializing in new builds and residential properties. Leveraging my MBA with a 4.0 GPA, I applied strategic insights and market knowledge to advise clients on property investments and navigate complex transactions. I thrived in management roles, leading teams to success and fostering a collaborative environment conducive to achieving ambitious goals.

My journey has equipped me with a unique blend of skills in financial management, project leadership, and client advocacy. I am adept at adapting to market changes, identifying opportunities, and delivering tailored solutions that exceed expectations. With a passion for continuous learning and a drive for excellence, I am now seeking a new challenge where I can leverage my skills to make a significant impact.

Overview

17
years of professional experience
15

Certifications

1
Language
6

Higher Education

Work History

JPMorgan Chase

Client Care Specialist III
11.2019 - Current

Job overview

  • Managed up to 90 loans a month during COVID-19 efficiently, prioritizing urgent requests and maintaining composure under pressure.
  • Participated in regular daily team meetings to discuss strategies for enhancing overall client experience within the organization.
  • Provided comprehensive training to new team members through creating Word documents of steps, ensuring they were equipped with the knowledge and skills necessary for success in the role.
  • Liaised between internal departments to facilitate prompt resolution of complex cases, resulting in satisfied clients who appreciated the extra effort put forth on their behalf.
  • Utilized CRM software and EXCEL effectively for tracking client interactions and managing follow-ups on outstanding issues prioritizing due dates and actions needed.
  • Identified potential areas of improvement in client care processes, implementing changes that resulted in increased efficiency and effectiveness.

Keller Williams Integrity 1st Realty

Licensed Professional Realtor
03.2014 - 02.2018

Job overview

  • Streamlined paperwork processes for clients by implementing digital tools, reducing errors and increasing efficiency.
  • Expanded client base through networking events, referrals, and targeted marketing efforts.
  • Initiated key referrals which resulted in 54% commission growth.
  • Implemented follow-up strategies which resulted in 12% growth of customer base
  • Achieved $1.5 Million in Gross Sales Volumes by tracking leads daily and following up with calls, mailers, social media touches
  • Collaborated with mortgage lenders, home inspectors, and other professionals to streamline the closing process for clients.

JPMorgan Chase

Home Lending Supervisor
07.2012 - 10.2013

Job overview

  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • 95% in call scores /quality continuously by implementing weekly group call sessions with teams and engaging in conducting constructive feedback as a group
  • Worked directly with upper management and Legal to achieve streamlined processes.
  • Conducted interviews for hiring and staffing up several areas in Loss Mitigation.
  • Developed a new process for employee evaluations with empathy and KPIs, which resulted in marked performance improvements

JPMorgan Chase
Tampa, FL

Loss Mitigation Supervisor
08.2010 - 07.2012

Job overview

  • Managed time efficiently in order to complete all tasks within deadlines.
  • Managed this team remotely to be one of the best short sale production teams for 3 years achieving file quality, production, call quality, and error rates over 100% goal monthly.
  • Initiated a pilot program for a separate closer for each negotiator to help maximize production, and quality and balance work and family life. This pilot was successful & adapted in our other sites as well.
  • Spearheaded a successful Governmental short sale program called "HAFA" in Tampa.
  • Resolution expert: the key was to investigate complaints, research, and network for resolution, follow through with customers and departments, and correct.
  • Average QA or call monitoring averaged over 90%.
    Over the company-wide norm.
  • PC, Outlook, Excel, Publisher, Word, PowerPoint.
  • Correspond with customers, brokers, title
    companies, and attorneys to facilitate delinquency resolution.

JPMorgan Chase

Loss Mitigation Specialist II
08.2007 - 08.2010

Job overview

  • Played a key role in reducing the organization's overall exposure to financial risk by successfully implementing targeted loss mitigation strategies that minimized potential losses on troubled loans.
  • Reduced delinquency rates by 80% through implementing effective loss mitigation strategies and closely monitoring portfolio performance.
  • Collaborated with cross-functional teams to develop and implement new loss mitigation processes, enhancing operational efficiency.
  • Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
  • Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.

Education

Southern New Hampshire University
Hooksett, NH

MBA from Project Management
11.2022 - 02.2024

University Overview

  • Honor Roll [2022,2023,2024]
  • 4.0 GPA
  • The National Society of Leadership and Success (NSLS)
  • Actively Studying for PMP Exam

Skills

Microsoft Office Products

  • Project Planning
  • Organizational Performance
  • Stakeholder Communications
  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Cross-Functional Training and Development
  • Strategic Planning
  • Customer Relationship Management (CRM)
  • Manage client expectations
  • Managing Operations and Efficiency
  • Task Delegation

Certification

  • Current Position of Stakeholders
  • Customer, Suppliers, Chain Management
  • Time-Management
  • Strategic Analysis: Options and Choices; Current Position of the Organization Analysis; Mission, Vision, & Stakeholders; External Environmental Analysis; Internal Environmental Analysis
  • Critical Thinking
  • Coaching vs. mentoring
  • Power BI
  • Data Analysis: Business Performance; Financial Planning; Revenue Analysis
  • Performance Measurement Techniques
  • Information for Advantage and Knowledge Management
  • Robotic Process Automation
  • Emotional Intelligence
  • Excel
  • Data Analytics: Revenue Analysis
  • Process Strategy

horseback riding, paddle boarding, traveling

As a child, I loved to draw horses and watch their beauty and grace. As I aged, I taught myself how to ride and shared that passion with my children. I have a love for adventure and serenity at the same time. Paddling boarding helps me get in touch with my inner peace and also strengthens my body and mind. My first international trip was last year to Japan and I fell in love with the exploration of other cultures and a deep appreciation for old traditions and customs.

Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

PowerPoint

Excel

Power BI

Microsoft Word

Interests

Horseback riding

Reading

Gardening

Paddle Boarding

Timeline

Southern New Hampshire University

MBA from Project Management
11.2022 - 02.2024

Client Care Specialist III

JPMorgan Chase
11.2019 - Current

Licensed Professional Realtor

Keller Williams Integrity 1st Realty
03.2014 - 02.2018

Home Lending Supervisor

JPMorgan Chase
07.2012 - 10.2013

Loss Mitigation Supervisor

JPMorgan Chase
08.2010 - 07.2012

Loss Mitigation Specialist II

JPMorgan Chase
08.2007 - 08.2010

Accomplishments

SPECIAL PROJECTS:

JPMChase -Pilot Project-Loss Mitigation Specialist (2008)

  • Collaborated with stakeholders to ensure project alignment with strategic objectives, earning recognition for leadership and project management excellence during the housing market crash.
  • Managed a team of 3 professionals in executing a high-profile development project in Loss Mitigation during the biggest housing crisis from conception to expansion of new departments.
  • Received commendation from senior management for exceptional project leadership and problem-solving skills resulting in 2 promotions to Loss Mitigation management.

JPMChase -Special Project- Assumptions (2022)

  • Led a team initiative to streamline workflow processes and reduce backlog in Assumptions Department.
  • Collaborated with cross-functional teams to identify bottlenecks and implement solutions for sustainable backlog management.
  • Joined cross-functional teams, fostering collaboration between departments and ensuring alignment with strategic goals.
Hope JanezichOperations