Jennifer Ortega
Vista,CA
Summary
Detail-oriented relationship manager with proven success coordinating between internal teams, external partners, and diverse customers to ensure the on-time verification and funding of auto, mortgage and personal loans. Organizes and streamlines multiple competing priorities within fast-paced, deadline-driven environments, prioritizing consistent communication and a strategic mindset to exceed customer requirements and strengthen business partnerships.
Overview
24
24
years of professional experience
Work History
Senior Loan Processor
Capital One Auto Finance
07.2011 - 01.2024
- Cultivated customer information by navigating 75-100 inbound and outbound conversations daily, earning loyalty and trust through strategic recommendations based on unique customer needs.
- Trained incoming staff across teams, ensuring alignment with quality control and customer service standards – earned recognition as a subject matter expert
- Coordinated multiple simultaneous projects, identifying and correcting errors across documentation and mitigating process inefficiencies – maintained a 98% accuracy rate across review cycles
- Proactively sustained relationships across additional territories in the event of temporary staff shortages, navigating additional delivery timelines with no lapse in funded loans.
- Reviewed and evaluated loan applications to ensure accuracy, completeness, and compliance with state and federal regulations.
- Evaluated financial statements and contacted institutions and customers to clarify details.
- Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
Mortgage Loan Processor
Wells Fargo & Company
08.1999 - 06.2011
- Processed loan documents and ensured compliance with federal regulations.
- Prepared closing documents, including title policies, deeds, and other related items.
- Communicated regularly with customers throughout the entire process from origination through closing.
- Reviewed HUD-1 settlement statements prior to closings.
- Managed conditions sent from underwriting departments.
- Contacted outside sources, references and vendors to verify client financial information.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering VA loans.
- Examined and verified information in loan application and closing documents.
- Utilized time management skills to stay on track with multiple loans at various stages of the funding process
Education
Midland College
Midland,TXSkills
- Detail-oriented with a focus on accuracy and precision
- Financial document review
- Information Verification
- Customer Relationship Management
- Strong problem-solving and decision-making
- Compliance & Quality Assurance Management
- Application Process Management
- Dedicated Work Ethic, Teamwork, and Collaboration
- Policy Adherence
- Training & Development
- Data Entry & Multitasking Efficiency
- Excellent written and verbal communication skills
- Proficient in Microsoft Office Suite- Excel, Outlook, Power Point
- Performance Metrics - Leadership
Accomplishments
- 3x award winner of "Senior Loan Processor" of the year
- Achieved a customer satisfaction rating of 98.2% in 2017 & 2018 - 3rd best among customer support team of 100+ employees
Languages
Spanish
Professional
Timeline
Senior Loan Processor
Capital One Auto Finance
07.2011 - 01.2024
Mortgage Loan Processor
Wells Fargo & Company
08.1999 - 06.2011
Midland College
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