Jennifer Gillen
Saint Augustine,FL
Summary
Successful sales professional with a proven track record in cultivating client relationships and building referral networks. Expertise in business development and client management, consistently delivering exceptional results. Extensive knowledge as a lending professional, providing tailored financial solutions to meet unique client needs. Widely recognized for ability to build strong client relationships and navigate complex loan structures. Reliable team collaborator focused on achieving results and adaptable to changing market conditions.
Overview
38
38
years of professional experience
Work History
Sr. Home Lending Advisor
JP Morgan Chase Bank
08.2019 - 02.2024
- Working directly with 8 assigned branches as their home Lending Advisor, trainer and coach to educate branch employees regarding the home lending process and programs to best guide our customer on the branch side
- Where the branch bankers could then refer to me to take the loan application, make product recommendations and provide guidance to include additional product needs uncovered during application, then refer back to the banker to open additional accounts
- Providing guidance throughout the entire loan process
- Educated customers on loan options and requirements, helping them navigate complex application processes with ease.
- Enhanced customer satisfaction by providing personalized financial advice and tailored lending solutions.
- Conducted comprehensive financial analyses to determine borrower eligibility, accurately assessing creditworthiness.
- Participated in ongoing professional development programs to stay current on best practices in the lending industry.
Mortgage Loan Officer
Ditech Financial
05.2018 - 06.2019
- Guide and coach clients through the mortgage sales process to uncover needs and goals
- Then walking them through the process from application to closing while providing exceptional customer service and creating a relationship for future business
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Delivered timely updates on loan status, communicating proactively with all parties involved in each transaction.
Mortgage Loan Officer
PNC Bank
05.2016 - 12.2017
- Network & market mortgage products to help grow PNC in the marketplace
- I council and guide potential mortgage clients to uncover their lending needs, guiding them throughout the entire mortgage process from application to loan closing
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- 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.
Mortgage Loan Officer
Tidewater Home Funding, LLC
08.2014 - 10.2015
- I relocated to Florida to establish relationships with local realtors in order to build a referral base for various types of mortgage products
- Through networking, realtor introductions and joint marketing I was able to build my referral base and successfully handle the referrals from application to close, while delivering exceptional customer service and ensuring a smooth mortgage experience for our clients
- 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.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
Branch Manager
Bank@lantec
01.2010 - 01.2014
- Managed the main branch office as well as the nearby sister branch while consistently achieving top producer ranking by surpassing sales goals through client relationship building and team building
- Sales and marketing experience combined with qualifications in staff development, coaching and management to motivate and deliver performance results
- With this experience I was able to lead my team to surpass sales goals by actively seeking new business through networking, outbound calling and joint calls with other lines of business
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
- Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
Sr. Sales Associate
Bank@lantec
01.2010 - 01.2014
- Market and cross sell retail and commercial bank products
- Develop and track sales activity for all sales employees to include incentive programs
- Plan and coordinate events/seminars for business development
- Motivate and inspire branch employees through team building and branch competitions
- Create and develop marketing materials for use in branches and seminars
- Cultivated a positive work environment that fostered collaboration among team members while also encouraging individual achievement goals.
- Trained, coached, and mentored new sales associates for maximum performance.
- Participated in trade shows, conferences, and networking events to generate leads and raise brand awareness within the industry.
Relationship Banker
RBC Bank
01.2006 - 01.2010
- Aggressively market and cross sell all bank products to secure and maintain new and existing client relationships
- Develop a sales plan for each client relationship to provide an array of services, personal & business banking products
- Continually expand the referral network through contact with various internal and external business partners
- Plan and coordinate events/seminars for new business development
- Consistently exceeds retail sales goals in both deposit and loans as well as cross sale
- Was recognized for top regional sales performance individually for two years and top sales branch for the 2 years
- Top ranked in professionalism and selected to mentor new relationship bankers
Regional Manager Assistant
RBC Bank
01.2006 - 01.2010
- Organize and execute bank events to include new branch openings, employee events and community activities
- Handled the new employee on-boarding process and maintained all levels of reporting for region manager to area president
- Coordinated and managed activities for community involvement
- Was the Red Cross Campaign Co-Chair, raising over 17,000.00
- Volunteer Hampton Roads member representative for RBC Bank
Unit Manager
Lia Sophia
01.2006 - 01.2008
- Built and managed a sales team of 11 people by successful recruitment and sales coaching
- Developing individual sales skills and holding sales meetings to inspire and motivate for success
- Consistently exceeded monthly sales goals and was recognized for being top sales Unit Manager and won cruise for top individual sales & top unit sales for year 2007
Financial/Insurance Coordinator
Beach Dental
07.2002 - 01.2006
- Verified insurance and communicated coverage to staff and patients.
- Managed a high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Referenced monthly aging reports to follow up on unpaid claims and obtain maximum reimbursement.
- Posted payments to accounts and maintained records.
- Calculated adjustments, premiums and refunds.
- Maintained confidentiality of patient finances, records, and health statuses.
- Collected premiums and issued accurate receipts.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Assistant Manager/CSR Lender
Wachovia Bank/Central Fidelity
01.1986 - 01.2000
- Successful handling of sales and service for personal and business clients
- Conducted meetings and held huddles for coaching and team building
- Top sales producer in all categories
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
Employee Loan Officer
Wachovia Bank/Central Fidelity
01.1986 - 01.2000
- Managed all aspects of the employee credit request from application to decision and finally closing
- In collaboration with management implemented the employee credit program
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
Loan Processor
Wachovia Bank/Central Fidelity
01.1986 - 01.2000
- Processed retail loan applications for 26 bank branch locations to include pulling credit, working debt to income for credit approval
- Upon loan closing would analyze the loan package for adherence to policy and procedure guidelines
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
Customer Service Representative
Wachovia Bank/Central Fidelity
01.1986 - 01.2000
- Efficiently answered client's questions and handled concerns through customer service phone calls in a large volume call center
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
General Banking Diploma -
American Institute of Banking
Chesapeake, VA12.1992
High School Diploma -
Indian River High School
Chesapeake, VA06.1986
Some College (No Degree) - Arts
Tidewater Community College
Virginia Beach, VASkills
- Goal oriented
- Branch operations management
- Product knowledge
- Customer Service-oriented
- Operations
- Fast learner
- Work under pressure
- Customer relationships
- Management
- Money handling
- Staff training and development
- Computer skills
- Information verification
- Complaint resolution
- Call center experience
- Team motivation
- Expense management
- Relationship selling
- Consumer lending
- Customer focus
- Customer satisfaction measurement
- Customer support
- Credit analysis
- Excellent time management skills
- Loan documentation
- Excellent work ethic
- Client account management
- File and record keeping
- Professional telephone demeanor
- Banking procedures
- Cash flow analysis
- Support services
- Loan origination
- Sales development
- Team supervision
- Customer relationship management (CRM)
- Financial analysis
- Client relationship management
- Document review
- Office administration
- Processing procedures
- Mortgage lending
- Credit scoring
- Cross-selling products
- Debt restructuring
- Interest rate negotiation
- Refinancing strategies
- Banking
- Client relations
- Documentation review
- Document analysis
- Credit
- Risk management assessments
- Financial services
- Loans
- Sales expertise
- Proficient in 10-key
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Excellent communication
- Verbal and written communication
- Decision-making
- Client relationship building
- Microsoft office
- Analytical and critical thinking
Community Service
- Leukemia & Lymphoma Society - Team in Training Coach & Mentor
- Red Cross Co-Chair
- Hampton Roads Food Bank - Bank Coordinator
- Salvation Army - Bank Representative
- Indian River Pony Baseball - Fundraising Coordinator
- Kempsville Pony Baseball - Fundraising Coordinator
License
NMLS Mortgage License, 770452
Timeline
Sr. Home Lending Advisor
JP Morgan Chase Bank
08.2019 - 02.2024
Mortgage Loan Officer
Ditech Financial
05.2018 - 06.2019
Mortgage Loan Officer
PNC Bank
05.2016 - 12.2017
Mortgage Loan Officer
Tidewater Home Funding, LLC
08.2014 - 10.2015
Branch Manager
Bank@lantec
01.2010 - 01.2014
Sr. Sales Associate
Bank@lantec
01.2010 - 01.2014
Relationship Banker
RBC Bank
01.2006 - 01.2010
Regional Manager Assistant
RBC Bank
01.2006 - 01.2010
Unit Manager
Lia Sophia
01.2006 - 01.2008
Financial/Insurance Coordinator
Beach Dental
07.2002 - 01.2006
Assistant Manager/CSR Lender
Wachovia Bank/Central Fidelity
01.1986 - 01.2000
Employee Loan Officer
Wachovia Bank/Central Fidelity
01.1986 - 01.2000
Loan Processor
Wachovia Bank/Central Fidelity
01.1986 - 01.2000
Customer Service Representative
Wachovia Bank/Central Fidelity
01.1986 - 01.2000
General Banking Diploma -
American Institute of Banking
High School Diploma -
Indian River High School
Some College (No Degree) - Arts
Tidewater Community College
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