Jemille Jones
Westerville,Ohio
Summary
Highly motivated and results-driven team player consistently exceeding incentive-based goals. Ensures timely and accurate completion of projects and tasks through strong follow-up and project management skills. Exceptional interpersonal and communication abilities with a passion for helping others reach their full potential. Skilled in effectively communicating with diverse groups and prioritizing the needs of others. Possesses lifelong organizational skills, dedication, and perseverance essential for excelling as a business professional. Proficient in Microsoft Office Suite.
Overview
12
12
years of professional experience
Work History
Quality Sr Specialist II
JP Morgan Chase
05.2022 - Current
- Effectively reviews customer interactions for quality assurance purposes
- Clearly enters quality information for tracking and reporting
- Ensures all quality-related requests are completed accurately by following documented quality policies and procedures as well as detailed instruction from the quality manager
- Partner with risk and control regarding potential control breaks within the Line of Business email procedures
- Manage a team of analysts supporting completion of reviews, inclusive of capacity and performance management
- Provide Quality Assurance results to senior business partners with consistency of risk-based sampling approach
- Collaborate with control managers and business partners to ensure appropriate topical coverage and support regulatory exam/audit requests
- Provide ongoing recommendations for improvements by incorporating emerging and key business risks
MB Operation Specialist II
JP Morgan Chase
08.2016 - 05.2022
- Served as a liaison between 15+ departments to provide resolutions and ensure proper gap analysis occurs, and corrective processes are implemented
- Concerted working relationships with 15+ internal Departments and 20+ law firms, and 10+ peers with a focus on customer experience
- Displayed excellent quantitative and qualitative analytical results within a fast-paced, team-oriented environment with great attention to detail
- Research procedure questions determining their validity and providing appropriate responses
- Draft procedure updates utilizing proper grammar along with complete justifications for each change within established Service Level Agreements (SLAs)
- Identify cross impacts to other departmental procedures while completing procedure updates
- Ensure the publishing procedures audit ready and accurately reflects the department’s process flows
- Review and complete assessments of legal obligations to ensure the procedures meet regulatory guidelines, investor guidelines and Chase policy
- Create training tools to assist the end user in adhering to the procedures and to enable them to effectively perform their work
Mortgage Collections Representative
JP Morgan Chase
07.2014 - 07.2016
- Negotiated repayment options with 50+ customers to avoid mortgage delinquency, foreclosures, and repossessions and always provide excellent and consistent service
- Contacted diverse group of debtors by telephone or email regarding the status of account and fees past due
- Determined debtor’s financial ability to offer alternate payment options and solutions to increase repayments
- Provided excellent and outstanding services to debtors utilizing active listening and conflict resolution
- Monitored and managed mortgage delinquency reporting activities, and tracked all information with accuracy
- Cross-trained 25+ staff members on collection processes and procedures to increase precision and capacity
Full-Service Banker
US Bank
11.2012 - 07.2014
- Interacted with the consumer market to achieve new customers and expand relationships with existing ones
- Cross-sold, opened, and maintained all retail products and services to both new and existing clients
- Processed teller transactions while balancing daily invoices according to US Bank Policies and Procedures
- Achieved personal and branch related goals within the full-service banker functions as determined by manager
- Provided professional quality service and reacted appropriately to solve customer problems, ensure resolutions, and complete follow-up phone calls or email messages in a timely and accurate manner
- Made referrals to specialists including commercial, small business, investments, mortgage, and trust
- Approved new loan bookings, renewals, and modifications to commercial loan system
- Approved loan fundings, wires, payments and rate updates
- Approved mortgages, auto financing, credit card, and small business loans
Education
Business Masters - Accounting Financial
Indiana Wesleyan University
Marion, Indiana04.2025
Bachelor of Science - Cross-Disciplinary Studies, Business & Marketing
Ohio Dominican University
Columbus, Ohio12.2022
Skills
- Business Acumen
- Team Leadership
- Complex Problem Solving
- Business Writing
- Data Analytics
- Effective Communication
- Time Management
- Operations Future program Leadership
- Process Improvement
- Relationship Building
- Conflict Resolution
- Customer Service Channel
Timeline
Quality Sr Specialist II
JP Morgan Chase
05.2022 - Current
MB Operation Specialist II
JP Morgan Chase
08.2016 - 05.2022
Mortgage Collections Representative
JP Morgan Chase
07.2014 - 07.2016
Full-Service Banker
US Bank
11.2012 - 07.2014
Business Masters - Accounting Financial
Indiana Wesleyan University
Bachelor of Science - Cross-Disciplinary Studies, Business & Marketing
Ohio Dominican University