JASMINE JEFFRIES
Concord,NC
Summary
Human resources generalist with progressive experience managing employee hiring & onboarding, performance management processes. Dependable and organized team player with the ability to communicate effectively and efficiently. Proven ability to maintain confidential information in fast-paced environment. Skilled at building relationships with employees across all levels of an organization.
Overview
11
11
years of professional experience
Work History
Member Advocate Specialist
NACA
Charlotte, NC
02.2024 - Current
- Provide comprehensive budget counseling to assess the homeowner's financial situation and determine mortgage affordability.
- Calculate an affordable mortgage payment based on the homeowner’s gross income or the available funds from their budget after deducting monthly liabilities and expenses.
- Identify the servicer and investor to explore available solution options.
- Collaborate with the homeowner to select a viable solution for becoming current, such as modification, payment plan, deferral, or another mutually agreed-upon outcome.
- Compile and submit a complete file to the servicer, including all required documents and the proposed affordable solution.
- Advocate on behalf of the homeowner with the servicer to ensure consideration of affordable solutions. Maintain communication with the servicer to address any additional document or information requirements.
- Seek a decision from the servicer within 30 days of file submission.
- Maintain regular communication with the homeowner until an affordable solution is reached or the file is closed.
- Coordinate efforts to postpone foreclosures, allowing time to pursue an affordable solution.
- Engage in ongoing outreach with the member, providing information on volunteering opportunities and other relevant initiatives.
- Fulfill any additional special projects or assignments as assigned.
HR SPECIALIST III
Global Business Services, GBS
Charlotte, NC
04.2019 - 11.2022
- Identified priorities, deadlines, expectations daily, and carried out tasks by communicating progress and information via ServiceNow, Workday, Zoom, and email communications. - Provided organizational assistance for management with training all new hires, while simultaneously supporting special projects involving analytical research and review of data. - Delivered exceptional customer service by creating and most times closing job Evergreens and job requisitions upon request and resolved customer disputes by using complex research. - Collaborated effectively with internal and external customers and resolved their inquiries while providing status updates and guidance. - Communicated with associates in written and verbal communications.
CUSTOMER SERVICE REPRESENTATIVE
WELLS FARGO BANK - REVERSE MORTGAGE
Fort Mill, SC
08.2019 - 11.2022
- - First Point of contact for our Customers in a call center environment. - Effectively and efficiently assisting all borrowers needs with one call resolution. - Accurately documenting all accounts with correct dispositioning of each call. - Inbound calls from current reverse mortgage customers answering questions regarding customers reverse mortgage loans - Assisting customers with submitting request for funds Providing general information regarding reverse mortgage loans - Establishing callers with escalated situations and use all available resources to provide an excellent customer service experience
NIGHT AUDITOR
WESTIN, ATLANTA BUCKHEAD
Atlanta, GA
01.2017 - 09.2017
- Posts room charges and taxes to guest accounts. - Post charges to the guest accounts that have not been posted or were incurred on the night audit shift. - Verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated into PMS system. - Prints up and files reservations for the next business day. - Verifies all account postings and balances. - Tracks room revenues, occupancy percentages, and other front office statistics. - Prepares a summary of cash, check, and credit card activities. - Check figures, postings, and documents for accuracy. - Record, store, access, and/or analyze computerized financial information. - Run end of day process in property management software (PMS). - Understand and knows how to perform check-in and check-out procedures.
LEGAL ORDER PROCESSING
WELLS FARGO
Charlotte, NC
08.2015 - 01.2016
- Assisting with Subpoenas referencing legal orders through Wells Fargo. - Made Daily spreadsheet for # of letters sent out. - Managed all Cases electronically delivered via Subpoena. - Managed all Cases electronically delivered via Subpoena Fax Assisted Support team. - Managed Mail Merge (1SUM) updating attorneys correct email address. - Assisted with invoice, logging all checks and balances and verified information.
CONVERGYS, ONSTAR
Charlotte, NC
01.2015 - 07.2015
- Answer and manage inbound calls regarding OnStar subscription renewals and hands-free calling minutes. - Conduct up-sell of advanced products that are critical to enhancing customer performance. - Handle inbound calls with requests for service or information. - Clarify customer requirements as well as probe for and confirm understanding of requirements or problem. - Listen attentively to customer needs and concerns to demonstrate empathy and sincerity in wanting to resolve their issues. - Confirm customer understanding of the solution and provide additional product education as needed. - Create an engaging and interactive environment to provide the customer with information about the OnStar. - Offer solutions to basic customer issues, maintain knowledge of OnStar products and/or services, sell customer services/phone minutes, by communicating features and benefits consistently increase monthly sales quota.
DOCUMENT PROCESSING SPECIALIST
WELLS FARGO, NA HOME MORTGAGE
Charlotte, NC
05.2013 - 11.2013
- Assist attorneys with affidavits that comply with state regulations. - Verify customers information using different computer programs Order and review HUD, appraisals and titles as required by underwriting Request Suspense funds be applied as payment(s) Loan document prep analyze documents to determine
Education
AVEDA ARTS & SCIENCE INSTITUTE
08.2013
Skills
- ADAPTABILITY
- CUSTOMER SERVICE
- LEADERSHIP
- CRITICAL THINKING
- PROBLEM SOLVING
- WRITTEN COMMUNICATION
- TEAM PLAYER
Timeline
Member Advocate Specialist
NACA
02.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
WELLS FARGO BANK - REVERSE MORTGAGE
08.2019 - 11.2022
HR SPECIALIST III
Global Business Services, GBS
04.2019 - 11.2022
NIGHT AUDITOR
WESTIN, ATLANTA BUCKHEAD
01.2017 - 09.2017
LEGAL ORDER PROCESSING
WELLS FARGO
08.2015 - 01.2016
CONVERGYS, ONSTAR
01.2015 - 07.2015
DOCUMENT PROCESSING SPECIALIST
WELLS FARGO, NA HOME MORTGAGE
05.2013 - 11.2013
AVEDA ARTS & SCIENCE INSTITUTE