Jessica Bohrer
Loan Servicing Supervisor
Summary
A multi-tasking and proactive Loan Servicing Supervisor with over 15 years of experience in the banking industry. A true team leader who motivates and supports the daily responsibilities of the loan servicing team, developing and implementing departmental goals, that align with the bank's overall strategy and vision.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
Work History
Loan Servicing Supervisor
Bank Of Charles Town
01.2024 - Current
- Collaborates with other departments to create a seamless experience for borrowers during the loan lifecycle.
- Fosters a collaborative work environment through open communication channels and regular team meetings / rounding sessions.
- Addresses escalated borrower concerns in a professional manner, resolving issues and maintaining positive relationships with clients.
- Conducts regular audits of loan files for accuracy, identifying discrepancies and rectifying them promptly.
- Manages a team of loan servicing specialists, ensuring accurate and timely processing of payments and account maintenance.
- Communicates customer feedback and complaints to team members to promote proper resolution.
- Provides leadership, guidance and direction to the loan servicing team members, offering assistance with any need at any time.
- Provides supervision to staff, prepared performance evaluations, and handled HR concerns.
- Oversees and Conducts booking commercial loans including new loans, loan renewals, participations, and SBA loans with a variety of complex structures, collateral, rates, and terms.
- Oversees and Conducts escrow records, annual escrows, including construction loans and other loan types.
- Works with third party vendor to disburse and complete escrow taxes, including real estate taxes, city taxes, and school taxes.
- Prepares and distributions Home Owners payments, included through escrow.
- Works with multiple third party vendors to complete PMI distributions on mortgage loans.
- Trains current team members on company policies, procedures, and software systems to maximize efficiency in the workplace.
- Contributions to delinquent taxes tracking / monitoring.
- Works with other financial institutions and attorneys to ensure accuracy of loan transactions and balances.
- Monitors and executes Flood Tracking and Force Place Insurance.
- Executes loan conversions when advised by loan officer.
- Reconciles General Ledger Accounts on a daily, monthly, quarterly, and yearly basis.
- Reviews and Approves the team's workflow, booked loans, maintenance, and loan transactions.
- Assists 11 branches by phone or email regarding loan requests, questions, or concerns.
- Achieves departmental goals by executing loan requests and new loan bookings.
- Streamlines workflows by identifying bottlenecks in existing systems by working closely with bank vendors and other internal departments.
- Interviews and conducts new employee hiring and training.
- Manages budget effectively while placing supply orders, along with other related employee expenses.
- Accomplishes multiple tasks with demanding deadlines.
- Cross-trained existing employees to maximize team agility, performance, and career growth.
- Defines clear targets and objectives and communicates to all team members.
- Establishes performance goals for employees and provides feedback on methods for reaching those milestones.
- Establishes work schedules and approves or denies PTO.
- Works closely with collections department on delinquent accounts, coordinating efforts for maximum recovery results.
- Learns and trains on new lending products to better serve customer needs and preferences.
- Proves successful loan work and volume in a fast-paced environment.
- Collects and compiles paperwork such as title abstracts, insurance paperwork, recorded documentation, and tax information in all loan files.
Loan Servicing Team Lead
Bank Of Charles Town
12.2023 - Current
- Worked different positions to provide optimal coverage and meet production goals.
- Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
- Consulted with outside vendors to identify and resolve loan issues.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Reviewed and validated details of loan documentation.
- Collected and compiled paperwork such as titles, insurance paperwork, loan files and tax histories.
- Prepared and reviewed loan documents and explained terms to clarify loan conditions and requirements.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Stayed up to date on loan regulation changes, processing loan documents in compliance with current laws.
- Proved successful working within tight deadlines and a fast-paced environment.
- Mentored teammates to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various loan servicing issues.
Marketing and Communications Coordinator
Bank Of Charles Town
01.2022 - 12.2023
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Identified appropriate marketing channels and target customers for campaigns.
- Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
- Designed and implemented advertising and public relations activities.
- Teamed with advertising agencies and outside consultants to develop strategic marketing plans.
- Worked closely with in-house design team to develop visuals for content.
- Met with vendors to assess products, inquire about services and negotiate pricing.
- Collaborated with cross-functional teams to develop and implement market research strategies.
- Utilized specialized software to capture and process data.
- Tracked key performance indicators to measure success of campaigns thought Google Ads and Analytics.
- Created and distributed surveys for data collection and analysis.
- Generated reports to support development and implementation of marketing plans.
- Created customized marketing materials to increase product awareness.
- Researched and evaluated potential new markets and products.
- Liaised between internal creative teams and agencies for branding ideas, graphic designs and promotional materials.
- Maintained inventory of marketing literature, archive files and sample files.
- Monitored social media questions and comments and appropriately responded.
- Updated social media platforms with latest news and corporate details.
- Monitored trends in social media, industry, and competitive landscape to create new material.
- Recorded and monitors Google reviews.
- Updated and reviewed several Google business listings through Google Business Platform and Google Photos.
- Provided internal communication to employees and external communication to clients.
Loan Servicing Representative I, II, and III
Bank Of Charles Town
08.2016 - 12.2021
- Multitasked, worked well under pressure and drove positive change to loan operations.
- Monitored significant day-to-day payment processing and general ledger accounts.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Complied with internal controls and government regulations.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Created loan policies, processes and procedures to maintain compliance with banking regulations.
- Educated and achieved escrow analysis on loans residential and commercial loans.
- Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
- Calculated, reviewed and corrected errors on interest, principal and closing costs.
- Maintained database systems to track and analyze operational data.
- Made decisions and recommendations about extending lines of credit.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Maintained compliance with applicable regulations and laws governing consumer credit.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Created and notarized legal documents for loan clients.
Customer Service Representative/Universal Banker
Bank Of Charles Town
05.2014 - 07.2016
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Cross-trained and backed up other customer service managers.
- Sought ways to improve processes and services provided by the bank.
- Investigated and resolved accounting, service and delivery concerns.
- Handled debit card fraud and disputes for clients.
- Waived bounce fees or other account related fees for clients.
- Opened new accounts, personal, business, IRAs, and CDs.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Helped clients create and log into their online banking.
Teller
Bank Of Charles Town
03.2008 - 04.2014
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Educated customers on use of banking website and mobile apps.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Balanced the vault and ATMs daily.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Assisted with training of new tellers on policies and procedures.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Executed wire transfers, stop payments and account transfers.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Monitored and verified suspicious activity on customer accounts.
- Handled various accounting transactions.
- Maintained friendly and professional customer interactions.
- Cross-sold credit cards, loans and other bank products.
- Processed customer transactions promptly, minimizing wait times in the lobby and in the drive up windows.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Member Service Representative
Navy Federal Credit Union
09.2011 - 05.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Educated and engaged customers with new bank products and services.
- Verified customer identification and documentation for compliant transactions.
- Cross-sold bank services and products to uplift customer investments.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Responded to customer calls and emails to answer questions about products and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Jefferson High School
Shenandoah Junction, WV 08.2003 - 06.2006
Bachelor of Arts - Business Marketing
American Public University System
Charles Town, WV 08.2014 - 08.2021
Skills
- Critical Thinking
- Problem Resolution
- Multitasking Abilities
- Planning and Coordination skills
- Loan maintenance, servicing, and modifications
- All Loan Types - disbursements, refunds, processing, payments, payoffs, and paid outs
- Escrow accounting and analysis
- Retail, Home Equity, Mortgage, and Commercial Loans
- General Ledger Daily, Monthly, Quarterly, and Yearly Reconcilements
- Diligent in managing project details
- Documentation and Loan Review
- Performance Evaluation
- Reliability
- Effective Communication
References
Ray Bromley – Vice President / Collections Manager at Bank of Charles Town
508 Thumper Dr, Ranson, WV 25438
Contact: 304-261-2772
Jonathan Ross – IT Executive Support / Computer Systems Analyst at Leidos
847 Oak Lee Dr, Ranson, WV 25438
Contact: 304-820-8861
Lou Ann Cannon - Loan Serving Team Lead / Loan Operations at Bank of Charles Town
67 Virginia Ave, Harpers Ferry, WV 25425
Contact: 240-674-1607
Timeline
Loan Servicing Supervisor
Bank Of Charles Town
01.2024 - Current
Loan Servicing Team Lead
Bank Of Charles Town
12.2023 - Current
Marketing and Communications Coordinator
Bank Of Charles Town
01.2022 - 12.2023
Loan Servicing Representative I, II, and III
Bank Of Charles Town
08.2016 - 12.2021
Bachelor of Arts - Business Marketing
American Public University System
08.2014 - 08.2021
Customer Service Representative/Universal Banker
Bank Of Charles Town
05.2014 - 07.2016
Member Service Representative
Navy Federal Credit Union
09.2011 - 05.2012
Teller
Bank Of Charles Town
03.2008 - 04.2014
High School Diploma -
Jefferson High School
08.2003 - 06.2006