JENNIFER BOTELHO
Cornville,AZ
Summary
Strategic Banking and Lending Operations Leader with expertise in transforming lending processes and building high-performing teams. Demonstrated success in cost reduction initiatives, organizational expansion, and implementing standardized workflows that enhance compliance and operational consistency across diverse lending functions.
Overview
2026
2026
years of professional experience
Work History
Lending Operations Leader
Salal Credit Union
01.2019 - 01.2026
- Directed a multifunction lending operations team overseeing Home Equity Processing, Consumer Loan Fulfillment, and Quality Control while expanding staff by 100% without sacrificing service levels.
- Developed organizational structure and career development pathways through departmental leveling, establishing a supervisory position, and expanding senior-level roles to enhance team growth.
- Played a key role in expanding Home Equity lending operations into five states: Washington, Oregon, Idaho, Utah, and California.
- Designed and implemented standardized lending workflows that improved operational consistency, strengthened compliance, and increased processing efficiency across multiple business units.
- Streamlined standardized lending workflows to enhance operational consistency, strengthen compliance, and boost processing efficiency across multiple business units.
- Ensured accurate preparation, review, and processing of loan documentation while maintaining compliance with internal policies and regulatory requirements.
Member Fulfillment Supervisor
Salal Credit Union
01.2017 - 01.2019
- Processed home equity loans as the credit union's first dedicated Home Equity Processor, establishing the function from inception.
- Created and implemented service-level standards for Consumer Loan Fulfillment and Home Equity Processing, enhancing operational consistency.
- Trained and coached team members on operational procedures, lending processes, and service expectations.
- Reviewed and prepared loan documentation while ensuring accuracy, completeness, and compliance.
- Trained and coached team members on operational procedures and lending processes, ensuring alignment with service expectations.
Senior Member Fulfillment Representative
Salal Credit Union
01.2016 - 01.2017
- Contributed to successful launch of Member Fulfillment Department, establishing initial frameworks for operations.
- Developed and documented Home Equity processing procedures, establishing foundational operational standards for the organization.
- Processed approved retail loan applications and ensured accurate documentation throughout the fulfillment process.
- Created and documented Home Equity processing procedures that became foundational operational standards for the organization.
- Adapted quickly to new responsibilities, facilitating establishment of newly created department.
Assistant Branch Manager
Salal Credit Union
01.2012 - 01.2015
- Managed new account openings and full-cycle loan processing activities.
- Coached and developed employees, enhancing member service and operational effectiveness.
- Audited loan documentation to ensure compliance with institutional policies, lending requirements, and federal regulations.
- Reviewed documentation for accuracy and completeness, ensuring adherence to branch operational controls.
- Assisted with branch operations, balancing activities, and managing risk effectively.
Branch Supervisor
Seattle Credit Union
01.2010 - 01.2012
- Led daily branch operations, ensuring compliance, operational excellence, and exceptional customer service.
- Oversaw audits and quality reviews to ensure accuracy, policy adherence, and process improvement.
- Coached and developed employees through performance feedback and training, enhancing team engagement and capability.
- Implemented incentive initiatives that aligned with sales and service goals, boosting team motivation and performance.
- Managed cash operations, ensuring strong controls and readiness for audits, safeguarding branch assets.
Member Service Center Supervisor
Randolph Brooks FCU
2009 - 2010
Consumer Lending Team Lead
Randolph Brooks FCU
2002 - 2009
Skills
- Lending operations
- Home equity platforms
- FirstClose software
- Operational management
- Performance coaching
- Quality assurance
- Risk compliance
- Operational efficiency
- Workflow management systems
- Client relationship management
- Vendor management platforms
- Excel proficiency
- Microsoft Office Suite
- Document imaging systems
- Leadership and team development
Professional Highlights
- 31+ years of banking and lending leadership
- Reduced Home Equity processing costs 35–40%
- Expanded Home Equity lending operations into 5 states
- Three-time leadership award recipient
- Created operational procedures still used throughout the organization
- Led Home Equity, Consumer Lending, Fulfillment and Quality Control teams
- Expert in regulatory compliance and operational risk
Timeline
Lending Operations Leader
Salal Credit Union
01.2019 - 01.2026
Member Fulfillment Supervisor
Salal Credit Union
01.2017 - 01.2019
Senior Member Fulfillment Representative
Salal Credit Union
01.2016 - 01.2017
Assistant Branch Manager
Salal Credit Union
01.2012 - 01.2015
Branch Supervisor
Seattle Credit Union
01.2010 - 01.2012
Member Service Center Supervisor
Randolph Brooks FCU
2009 - 2010
Consumer Lending Team Lead
Randolph Brooks FCU
2002 - 2009