Jennifer Black
Account Executive
Olympia,WA
Summary
Dynamic Operations Manager at NW Direct Mortgage with a proven track record in enhancing operational efficiency and employee accountability. Skilled in team leadership and customer relationship management, I successfully empowered staff to improve performance outcomes, ensuring timely delivery of mortgage loans while maintaining compliance and high customer satisfaction.
Overview
8
8
years of professional experience
Work History
Operations Manager
NW Direct Mortgage
01.2009 - 05.2011
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed operations to achieve timely and accurate delivery of mortgage loans and processing.
Mortgage Loan Officer
NW Direct Mortgage
04.2007 - 01.2009
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
Account Executive
Horizon Mortgage
03.2006 - 04.2007
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
Mortgage Loan Officer
Countrywide Full Spectrum Lending
03.2005 - 03.2006
- Enhanced client retention by providing outstanding service throughout the mortgage process, from pre-approval to closing.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
- Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
- Participated in industry events and conferences to build relationships and gain market intelligence.
Apartment Leasing Agent
Shea Homes
02.2003 - 01.2005
- Managed move-in and move-out processes efficiently, minimizing vacancies by coordinating unit turnovers quickly and effectively.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Developed strong relationships with potential tenants through personalized tours, providing detailed information about available units, amenities, and community features.
Education
High School Diploma -
Spanaway Lake Highschool
Spanaway, WA06-1999
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operational efficiency
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Management
- Operations oversight
- Policies and procedures implementation
- Performance monitoring
- Employee motivation
- Customer relationship management
- Maintaining compliance
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Company CultureFlexible work hours4-day work weekCareer advancementTimeline
Operations Manager
NW Direct Mortgage
01.2009 - 05.2011
Mortgage Loan Officer
NW Direct Mortgage
04.2007 - 01.2009
Account Executive
Horizon Mortgage
03.2006 - 04.2007
Mortgage Loan Officer
Countrywide Full Spectrum Lending
03.2005 - 03.2006
Apartment Leasing Agent
Shea Homes
02.2003 - 01.2005
High School Diploma -
Spanaway Lake Highschool
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