Irenda Jones
Brown Deer,WI
Summary
20 years of Banking Experience ,Collections Analysis ,15 years of Leadership Experience, Fair Housing Regulations, Underwriting, Building Relationships and Customer Service. I have a strong sales background and love working with and for People. I enjoy Training & Coaching, Listening and continuous growth and learning.
Overview
17
17
years of professional experience
Work History
Assistant Vice President Consumer Lending Officer
Tri City National Bank
02.2020 - Current
- Oversees and provides guidance to the consumer lending staff on the appropriate loan products and terms
- Responsible for growing the department and implementing new SOP’s
- Training and coaching of Consumer Lenders
- Supports retail staff of 40 Lenders
- Oversees Credit Builder Program created by Irenda Jones
- Assists with Community involvement and financial literacy awareness for the Bank
- Support customers, branches, and other consumer lending employees with completion of loan applications
- Approve loan applications
- Preparation of closing documents on all approved applications
- Develop and maintain a comprehensive knowledge of the company’s loan products and services
- Process Denials and assure that all denials have Adverse action letters sent within 30days to follow state regulations
- Make recommendations that will improve the quality and efficiency of the consumer lending process and underwriting function.
Customer Service Manager
Sandcastle
04.2018 - 07.2020
- Sandcastle is a third-party organization who works for banks and credit unions
- As a customer service Manager, I am responsible for providing excellent customer service while enhancing the departments quality
- Managed a team of 8 individuals
- Oversee our customer service team
- Manage and train Customer Associates
- Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
- Interact with clients daily, responding to their questions and guiding them to the appropriate service
- On-board new employees and train them based on their expertise and skill set.
AM Finance Manager
Regional Finance
07.2020 - 02.2020
- Following compliance on consumer loans
- Underwriting the loan from application to closing
- Coaching employees and providing training
- Monthly Audit clearance
- Negotiating interest rates and payment plans that account for the potential risks identified earlier
- Calling on delinquent accounts and managing delinquency
- Providing excellent customer service
- Analyzing credit data and financial information of persons or companies that are applying for personal loans to determine the risk that the company, or other lending or credit-granting institution will not recoup funds loaned
- The level of risk is then used to determine if a loan will be granted, and if so, the terms of the loan, including interest rate
- Preparing reports based upon our findings to help make decisions on lending and creditworthiness
- Performing risk analyses and using the findings to inform the amount of credit extended, if applicable.
Senior Customer Service Manager II
Waste Management
02.2015 - 04.2018
- Manages customer service department
- Responsibilities generally includes answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes
- Manages escalations and Quality control
- Oversees Customer Service Representatives who are responsible for maintaining a positive, empathetic, and professional attitude toward customers always
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Assist team with problem solving
- Conduct Reviews with KPI’s and SMART Goals.
Collections Manager/SLR Underwriter/ Escalation Underwriter
Wells Fargo
06.2012 - 01.2015
- Supervises the financial collection of the organization and was responsible for ensuring that revenue from debtors is being collected properly and in a timely fashion
- Skills used is Listening, Patience Ability to analysis a loan and navigate the customer into which products and services would be the best fit for the situations
- Confident while giving out accurate information so that we as a Company and our customer succeed
- Hire, manage, and motivate members of the collection team
- Managed a group of 20 individuals
- Oversee all general credit and collections processes
- Followed all the state and federal collection laws.
Wells Fargo Loan Adjustor/Foreclosure Specialist
Wells Fargo
01.2009 - 01.2012
- Analyze financial data related to loan requests
- Evaluate loan documents are to ensure accuracy and completeness
- Perform risk assessments on potential loan recipients based on credit rating, borrowing history, and other specific risk factors
- Record loan denials and specific basis for declining application
- Monitor and report noncompliance with loan covenants
- Maintain client relationships and provide superior customer service
- Assist with technical underwriting issues and questions
- Review loan documentation and vendor reports to identify signs of fraudulent activity
- Develop and implement underwriting policies and procedures
- Responsible for handling a case load of files, which includes following up with attorneys and internal departments to insure the timeliness of the claim filing
- Functions include reviewing loan disbursement requests, and FHA
- Claims, processing disbursements; preparing loan demands and reconveyances; maintaining loan and disbursement files; responding to routine internal and external customer inquiries; coding and renewal processing; preparing and submitting documents, data, and records according to department procedures and government regulations; handling follow up for payments for hazard insurance premiums, property taxes and other special transactions.
Assistant Branch Manager
ASSOCIATED BANK
01.2007 - 01.2009
- Opening and closing the branch while coaching tellers to ensure our sales goals were met by building relationships
- Offering great customer service while educating customers on our products and services
- Making outbound calls to current customers with rate specials
- Originating 2nd mortgages and lines of credit
- Going out into the community to bring in new business
- Reporting
- Managing growth of team members
- Underwriting loans for Conventional Mortgages
- Perform risk assessments on potential loan recipients based on credit rating, borrowing history, and other specific risk factors.
Skills
- Corporate Presentations
- Policy Compliance
- Recruiting and Hiring
- Consulting
- Department Policies & Procedure Implementation
- Business Administration
- Reporting, Meeting Minutes, Records Management
- Public Speaking
- Effective Relationship Building
- Business Development
- Operations Management
- Strategic Planning
- Project Management
- Decision Making & Judgment
- Risk Management
- Staff Management
- Customer Relationship Management
- Regulatory Compliance
- Quality Assurance
- Budgeting and Forecasting
- Organizational Development
- Team Building
- Leadership Development
- Procedure Implementation
- Revenue Generation
Accomplishments
- Collaborated with team of 25 in the development of Heloc conversion product.
Additional Information
I am an active Broad member of Betterstewards organization
Timeline
AM Finance Manager
Regional Finance
07.2020 - 02.2020
Assistant Vice President Consumer Lending Officer
Tri City National Bank
02.2020 - Current
Customer Service Manager
Sandcastle
04.2018 - 07.2020
Senior Customer Service Manager II
Waste Management
02.2015 - 04.2018
Collections Manager/SLR Underwriter/ Escalation Underwriter
Wells Fargo
06.2012 - 01.2015
Wells Fargo Loan Adjustor/Foreclosure Specialist
Wells Fargo
01.2009 - 01.2012
Assistant Branch Manager
ASSOCIATED BANK
01.2007 - 01.2009
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