Jennifer Kellogg
Billings,MT
Summary
Dynamic banking operations leader with over 10 years of expertise in loan servicing, team leadership, regulatory compliance, and cross-functional collaboration. Proven success in managing high-volume workflows, resolving complex escalations, and developing streamlined procedures that enhance data accuracy within loan servicing platforms. Recognized for strong emotional intelligence and a commitment to process improvement, fostering high-performing teams while driving quality, compliance, and operational excellence. Results-oriented professional dedicated to optimizing performance and delivering exceptional service in the banking sector.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Loan Servicing Center Team Lead
First Interstate Bank
Billings, MT
12.2019 - Current
- Lead a team of 10+ loan servicing specialists, setting performance goals, conducting reviews, and coaching staff to meet quality and productivity standards.
- Serve as primary escalation point, collaborating with multiple departments to resolve post‑closing questions, customer concerns, and system/process issues.
- Manage daily loan servicing workflows ensuring timely and accurate processing, maintenance, and compliance with policies, procedures, and regulatory requirements.
- Utilize multiple proprietary loan systems to research borrower data, validate documents, and maintain data integrity.
- Review documentation on intake, verify accuracy, and ensure post‑closing files meet investor, state, and federal guidelines.
- Monitor workflow to identify backlogs or delays; proactively initiate solutions to maintain service‑level expectations.
- Assist in implementing procedural updates, automation initiatives, and cross‑department alignment on operational improvements.
- Maintain comprehensive knowledge of all servicing functions to serve as backup for staff when needed.
- Keep current with regulatory changes, bank policy updates, and industry best practices.
Teller Supervisor
First Interstate Bank
Bozeman, MT
06.2018 - 12.2019
- Supervised teller staff and full branch operations to meet service, accuracy, and compliance standards.
- Handled customer escalations and sensitive situations with professionalism.
- Delivered regulatory, compliance, and security training; coordinated ongoing staff development and scheduling.
Financial Services Representative II
First Interstate Bank
Bozeman, MT
03.2017 - 06.2018
- Analyzed financial information to offer suitable investment options.
- Built long‑term client relationships to encourage retention and referrals.
Teller II
First Interstate Bank
Bozeman, MT
12.2015 - 03.2017
- Identified customer needs and connected them with banking solutions.
- Reconciled cash, prepared currency packages, and adhered to branch controls.
Teller
First Security Bank
Bozeman, MT
07.2014 - 12.2015
- Delivered high‑quality customer service and assisted customers with routine transactions and banking guidance.
Education
Cosmetology -
Academy of Cosmetology
Bozeman, Montana01.2009
High School Diploma - undefined
Flathead High School
Kalispell, Montana01.2008
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Workflow Tools
- Reporting & Dashboards
- Microsoft Office Suite
- Data Analysis
Accomplishments
- Successfully led a loan servicing team of 10+, improving accuracy, communication, and turnaround times.
- Built a coaching-centered team culture, leveraging emotional intelligence to reduce escalations and strengthen performance.
- Oversaw daily loan servicing and post‑closing workflows, ensuring accuracy, compliance, and timely processing across high-volume loan portfolios.
- Identified workflow inefficiencies and developed new process improvements that increased speed, accuracy, or team clarity.
- Created, updated, or improved department procedures to reflect compliance updates and operational best practices.
Certification
- Managing Your Job Seeker Mindset
- Organizational Learning and Development
- Project Management Foundations
Personal Information
Title: Loan Servicing Team Lead
Timeline
Loan Servicing Center Team Lead
First Interstate Bank
12.2019 - Current
Teller Supervisor
First Interstate Bank
06.2018 - 12.2019
Financial Services Representative II
First Interstate Bank
03.2017 - 06.2018
Teller II
First Interstate Bank
12.2015 - 03.2017
Teller
First Security Bank
07.2014 - 12.2015
High School Diploma - undefined
Flathead High School
Cosmetology -
Academy of Cosmetology