Jenny Lopez

• Client Centric Activities:

Actively listen and identify the client’s needs via e-mail and or phone while tactically executing solutions on their behalf. Act as a consultant; guide them through the process each step of the way and educate them on the self-serve opportunities that exist. Prioritize daily workload to maximize productivity utilizing time management and organizational skills. Build and strengthen trusting relationships with internal partners and clients to facilitate an ease of doing business. Project a confident and professional presence to our clients and internal partners. Develop growing knowledge of commercial treasury management products and services.

• Deliver Client Obsessed Results:

Demonstrate solution-oriented mindset. Embrace the ownership of client issues. Respond to and close requests with a sense of urgency. Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality. Collaborate with clients and internal service partners to achieve desired outcomes. Recognize and avoid potential risks by executing standard business controls and escalate emerging concerns.

• Help Modernize Client Experience

Resolve issues by identifying underlying or hidden problems and patterns. Demonstrate the ability to work in an agile environment. Understand Existing & Upcoming Technologies to support client requests. Demonstrates a growing understanding of application knowledge and is able to navigate service platforms with minimal guidance

Advanced Product Support (APS) Sr. Specialist II support our PC-Based POS merchants as well as those who use the Orbital Gateway, iTerminal, Online POS Terminal, Mobile Checkout, and Resource Online. Support includes (but is not limited to) advanced troubleshooting, answering technical and policy questions, reviewing data in UTF and ISO specifications and troubleshooting network issues. As a Sr. Specialist ll for Advanced Product Support, The main functions of this position are to provide first level support to internal and external customers by assisting with answering calls, IMs and e-mails from Specialists and other Commerce Solutions departments. The position provides vital support to our Merchants, Bankers and Relationship Managers, in order to meet service level agreements and provide all internal customers, clients and merchants with superior technical support and customer service.

• Help Desk Specialists work in a fast-paced call center environment, answering inbound calls in order to provide superior customer service and technical support assistance to merchants and clients with issues related to their credit card processing equipment
• Additional job responsibilities include: acting as first level of support for all calls related to point of sale hardware; troubleshooting equipment and software issues to resolution; answering questions pertaining to transaction and batch information; gathering necessary information to document and resolve customer concerns; and maintaining telephone call statistics while adhering to call quality monitoring guidelines
• Through this superior level of support provided, our Specialists help Chase retain our customers and grow our business.

• Is responsible for daily coordination, Supervise, coaching, and developing of the 15- to 20 Research Interviewer's performance monthly
• I accomplish this by utilizing performance management tools provided
• Maintain a working knowledge of all current and active research studies in order to be a knowledgeable resource for my team members
• I communicate effectively to motivate, foster a positive work environment, and encourage growth
• In addition to meeting production goals, there are the administrative needs such as the consistent tracking, evaluation and explanation of employee performance reviews and discussions, including those that involve corrective action.

· Create production and reporting templates.

· Create controls and appropriate monitoring reports for the KYC database.

· Interface directly with the KYC technology, business, and project teams in order to facilitate proper reporting.

· Create strong partnerships with LOB Compliance, Corporate AML Operation and Reporting group.

· Become subject matter expert on KYC database reporting.

· Worked in the following applications: World Check, Dow Jones ,RDC,KYC,Lexis Nexis and SPEADD to.

· conclude my background check on clients.

• Closing Funder Currently Review all Closing Critical Documents as per bank guidelines
• Fund a minimum of 25 loans per day based on closing loan volume
• Contact Title Agencies for title corrections, and scheduling when needed
• Maintain a high level quality percentage 98%.

• Responsible for reviewing proper documentation for HARP Streamline Maintained a constant pipeline of 40+
• Loan Serve as liaison between vendors offices and sales staff
• Was part of a special project team to assist with aged loans in Processing
• Earned a year-end review grade of Exceeds.

• Correspond directly with customers, Brokers, Title Companies and Attorneys in order to facilitate delinquency
• Resolution, consultation and collection efforts to avoid Foreclosure
• Responsible for gathering documents from borrower to complete loan modification application, financial analysis,
• Inbound and outbound calls.

• Fl Chase Auto Finance "Custom" collector duties include the following: Making outbound calls in the attempt to
• Collect past due Auto Loans account
• I also skip through the following applications to locate customer Fast/data, I-vault and Lexis Nexis other means.

• Include the following: Making outbound calls in the attempt to collect past due Auto Loans account
• I also skip through the following applications to locate customer: Fast/data, I-vault and Lexis Nexis other means.

• Research request and resolve inquiries from customers
• Supervise a team of 15-20 people
• Motivated team to achieve goals
• Evaluated 10 accounts monthly on each Analyst as part of the overall quality scoring
• Conducted monthly audits on analyst workstations to comply with department regulations and assure sensitive documents were being filed away
• Processes incoming correspondence disputes on credit card charges on accounts
• Worked on a project with Quality Assurance to reduce RQ12 report review to make sure accurate credit given.