IRIS JESSICA GUEVARA
Mundelein,IL
Summary
Goal-oriented self-starter with productive and efficient work habits along with excellent planning skills. Excellent interpersonal communication and customer service skills. Ability to carry out programs under established policies, achieve immediate and long- term goals and meet operational deadlines.
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
26
26
years of professional experience
Work History
Sr Spec, Cards Services
Baxter Credit Union
- Troubleshoot and resolve complex or escalated credit card operation requests
- Drive improvements in departmental processes and implement solutions
- Conduct training for team members
- Acts as SME to help guide best practices and insight for projects related to credit cards
- Work closely with business partners and Credit Card Management to assure all issues with the cards program are resolved according to compliance and regulations standards
- Recommend and implement changes to the credit card procedures to improve efficiency and reduce operational expenses
- Complete frontline workflow requests within SLA
- Be the main contact for the frontlines on advanced credit card related questions
- Provide back up support for other Card Department Specialists to ensure credit card process are completed in a timely manner
Sr Spec, Loan Processing
Baxter Credit Union
- Provide support to the Loan Processing team in reaching department goals related to the consumer loan portfolios
- Respond promptly and thoroughly to frontline needs, meeting, and exceeding service level standards
- Ensure timely resolution of escalations and communication with proper departments to resolve issues/concerns
- Conduct training for new team members
- Provide support to existing team members regarding problem-solving and provide coaching through training opportunities
- Collaborate across operations teams to ensure procedures are up to date and implement best practices
- Assist with projects and testing for implementation of system updates/changes
- Identify process improvement opportunities and develop recommendations to improve the efficiency of booking of loans
- Comply with BCU consumer policies and regulations, audit supporting documents and loan applications for accuracy
- Auditing, collecting, following up on requests for documents, obtaining information from frontline staff, clarifying underwriting stipulations, creating documents, and funding properly
Sr. Closer
Baxter Credit Union
04.2009 - 05.2024
- Track and monitor loans expected to close and/or fund on daily basis
- Ensure LOS system is utilized in accordance with policy and procedures, including conditions being cleared, accurate loan status, and compliance with government reporting requirements for HMDA
- Review loans received from processing to verify completeness and accuracy of data prior to preparing closing documents
- This includes final verification, as applicable, of third-party vendor work such as homeowner’s insurance, title work, and VVOE's as well as 'at close' conditions
- Prepare closing disclosures with accuracy and compliance with program guidelines
- Provide the customer figures for closing within 24 hours of the closing or following the timeline as determined by CFPB regulations
- Prepare and transmit final documentation to the title company for customer disclosure and execution and provide copy to member prior to close for their review
- Initiate wires to the title companies for loan disbursement and/or generate checks as needed, including wiring of customer's funds from BCU
- Prepare Net Funding Sheets and work with accounting as needed
- Address potential delivery delays to management to avoid rate lock expirations or potential unintended consequences
Sr. Loan Processor
Morgan Stanley
05.2005 - 02.2008
- Worked on an average pipeline of 100 loans while maintaining above average customer service levels
- Managed and coordinating efforts between loan officers, underwriting, and closing to meet demands for clients
- Worked closely with regional coordinators and financial advisors to resolve any situation that needs immediate resolution
- Placed follow-up calls daily with company vendors and clients to insure reports and documents are being received in a timely fashion
Loan Coordinator II
Washington Mutual Bank
09.2002 - 11.2004
- Analyzed applicants' financial status, credit, and property evaluations and title to determine feasibility of granting loans
- Reviewed and updated system of loan applicants' credit histories, corporate financial statements, and other financial information
- Reviewed loan agreements to ensure that they were complete and accurate according to policy and submitted applications to underwriting for verification and final approval
Specialist I, Cash Services
PNC Mortgage Corp of America
11.1998 - 10.2002
- Prepared and balanced daily department bank deposits as well as processed payments to mortgage loan accounts
- Interacted with bank personnel and other departments to resolve account inquiries along with conducting daily tasks as data entry, filing, faxing, and answering phone calls
Education
High School -
Excel High School
Minneapolis, MNBusiness Administration - undefined
College Of Lake County
05.2002
Skills
- Bi-Lingual (English/Spanish)
- Microsoft Office
- Lotus Notes
- Trinity
- Typing 65 WPM
- Strong Organizational Skills
- Team Player
- Day Force
- SalesForce
- Mortgage Cadence Platform
- Symitar
- Lifecylce
- Documentation and reporting
- Data entry
- Excellent communication
- Customer service
- Complaint handling
- Product knowledge
- Task prioritization
- Escalation management
- Clerical support
- Data processing
- Handling customer complaints
- Multitasking and organization
- Strong work ethic
- Computer skills
- Order fulfillment
- Attention to detail
- Team collaboration
Languages
Spanish
Full Professional
Timeline
Sr. Closer
Baxter Credit Union
04.2009 - 05.2024
Sr. Loan Processor
Morgan Stanley
05.2005 - 02.2008
Loan Coordinator II
Washington Mutual Bank
09.2002 - 11.2004
Specialist I, Cash Services
PNC Mortgage Corp of America
11.1998 - 10.2002
Sr Spec, Cards Services
Baxter Credit Union
Sr Spec, Loan Processing
Baxter Credit Union
Business Administration - undefined
College Of Lake County
High School -
Excel High School
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