Jennifer Ortiz
Tooele,UT
Summary
Experienced quality control professional with a strong background in compliance auditing, policy interpretation, and defect analysis. Known for accurate reviews, clear documentation, and coaching support that improves performance and regulatory alignment.
Overview
1
1
Certification
29
29
years of professional experience
Work History
Quality Control Specialist
Discover Financial Services, DFS
West Valley City, Utah
09.2012 - Current
- Led compliance and accuracy reviews for assigned functions in alignment with company policy, procedure, and state and federal agency regulations.
- Documented review outcomes and analyzed process defects to identify root causes and recommend corrective actions.
- Provided management with actionable feedback on agent performance and identified specific areas for improvement.
- Coached DPL team leaders on policy and procedure guidance to enhance compliance and operational effectiveness.
Senior Underwriter
Discover Personal Loans
West Valley City, Utah
09.2009 - 09.2012
- - Consulted with customers, assessed scoring models, and analyzed credit bureau reports to inform DPL underwriting decisions.
- - Guided customer discussions on loan value, terms, amounts, and APR to ensure informed decision-making.
- - Received Elite Award for outstanding performance seven times in 2011.
- - Honored with the Department Rock Star award four times in 2011 for outstanding contributions.
- - Achieved high-contributor status on monthly call evaluations, with calls selected for calibration and coaching to enhance peer call quality and customer engagement.
Account Manager-Customer Service & Engagement
Discover Financial Services, DFS
West Valley City, Utah
01.2001 - 09.2009
- Resolved complex billing and customer service issues, ensuring customer satisfaction.
- Enhanced customer experiences through consistent service and proactive follow-through.
- Cultivated brand loyalty among Discover customers through personalized engagement.
- Delivered Discover card products and services to customers.
- Achieved recognition for delivering high-quality assistance to customers. for outstanding customer service performance in 2005 and 2006.
- Named multiple-month winner each year in the Customer Service MVP Program and the Apex Program for Marketing Services.
- Honored with the 2008 Excellence Award for outstanding service..
- Contributed to a positive work and a team environment.
Supervisor
Teltrust
Salt Lake City, Utah
06.1997 - 01.2001
- Conducted quality monitoring and delivered feedback to implement employee action plans for performance improvement.
- Tracked agent performance, call queue flow, and schedule adherence, enhancing daily operational efficiency.
- Resolved escalated customer issues by actively listening and providing solutions during interactions. and supported positive service outcomes.
Education
High School Diploma -
Tooele High School
Tooele, UT05-1996
Skills
- Quality assurance reviews
- Compliance auditing
- Regulatory compliance
- Defect identification
- Calibration reviews
- Process improvement
- Policy interpretation
- Analytical thinking
- Effective communication
Certification
- American Bankers Association 2026
- ABA Certificate in BSA & AML Compliance
- ABA Certificate in Lending Compliance Core Concepts
- ABA Certificate in Fraud Prevention
Timeline
Quality Control Specialist
Discover Financial Services, DFS
09.2012 - Current
Senior Underwriter
Discover Personal Loans
09.2009 - 09.2012
Account Manager-Customer Service & Engagement
Discover Financial Services, DFS
01.2001 - 09.2009
Supervisor
Teltrust
06.1997 - 01.2001
High School Diploma -
Tooele High School