Jessica Cruz
West Jordan,UT
Overview
13
13
years of professional experience
Work History
Customer Service Quality Specialist II
Incomm
03.2021 - Current
- Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
- Acted as a liaison between the QA team and other departments such as Disputes, Litigation, and fraud. Ensuring effective communication throughout all stages of the project lifecycle.
- Daily pull of fraud reports and reduced fraudulent activities through continuous monitoring of attempted Account Take Overs and possible Phishing.
Customer Service Quality Specialist
Incomm
09.2018 - 03.2021
- Acted as lead member of calibration team in both English and Spanish calibration.
- Educated employees on specific QA standards and confirmed all standards were being maintained.
- Created action plans to guide Team Leads on on how to assist with agent improvement.
- Prepared QA evaluation reports and submitted them to Director.
- Gathered, documented and graphed data to assess business trends.
Customer Service Representative
Earnest OperationsLLC
11.2017 - 09.2018
- Fielded customer questions regarding rates, loan approval contracts and loan payment breakdown.
- Increased borrower understanding of repayment options by presenting clear explanations tailored to individual needs and circumstances.
- Assisted borrowers experiencing financial hardship by identifying appropriate deferment or forbearance options to prevent delinquency or default.
Consumer Loan Underwriter
Zions bank
08.2017 - 11.2017
- Reviewed, analyzed, approved and underwrote HELOCs within company guidelines.
- Reviewed and analyzed financial statements, credit reports, and applicable ratios (i.e Debt to income, loan to value.)
- Responsible for addressing any credit or income concerns. Provided counter offers if necessary.
Loan Officer
Mountain America Credit Union
08.2016 - 05.2017
- Handled loan origination through underwriting, interviewed customers to determine appropriate products, analyze credit and verify financials.
- Compiled database of loan applicants' credit history, statements and other financial information.
- Submitted loan applications to underwriter for verification and recommendations.
Underwriter
Prestige Financial Services Inc.
06.2015 - 07.2016
- Evaluated debt ratio, loan-to-value ratios, credit scores, bankruptcy and various other factors when making subprime lending decisions.
- Made approval and denial recommendations by determining accurate risk levels.
- Determined and documented loan conditions and communicated requirements and decisions.
- Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
Loss Mitigation Agent
Select Portfolio Servicing
04.2013 - 05.2015
- Managed a high-volume caseload of at-risk mortgages, successfully negotiating mutually beneficial repayment solutions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Achieved successful loan modifications through diligent analysis of borrower financial information. Or provided other options such at short sales or Deed In Lieu.
- Discuss new modification terms and payment arrangements on loan modification.
Account Manager
Discover Financial
04.2012 - 02.2013
- Managed quality communication, customer support and product representation for each client.
- Excelled in exceeding daily credit card benefit goals.
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Received multiple high scored customer satisfaction surveys.
Education
Bachelor of Arts - Business Management
University of Phoenix|
01-2027
Skills
- Experienced with Microsoft Office applications
- Proficient in typing at 45 words per hour
- Service-oriented communication skills
- Analytical problem solving
- Credit assessment
- Risk management assessment
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Quality Specialist II
Incomm
03.2021 - Current
Customer Service Quality Specialist
Incomm
09.2018 - 03.2021
Customer Service Representative
Earnest OperationsLLC
11.2017 - 09.2018
Consumer Loan Underwriter
Zions bank
08.2017 - 11.2017
Loan Officer
Mountain America Credit Union
08.2016 - 05.2017
Underwriter
Prestige Financial Services Inc.
06.2015 - 07.2016
Loss Mitigation Agent
Select Portfolio Servicing
04.2013 - 05.2015
Account Manager
Discover Financial
04.2012 - 02.2013
Bachelor of Arts - Business Management
University of Phoenix|
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