Jessica Irons
Cockeysville,MD
Summary
Meticulous and analytical loan professional trained in diverse loan products, industry guidelines and approval processes. Knowledgeable about application requirements, financial history and credit analysis and underwriting. Expert customer care and support resulting in new and continued business
Overview
8
8
years of professional experience
Work History
Mortgage Loan Officer/Customer Support Representative
Apex Mortgage LLC
09.2018 - 09.2023
- Efficient time management
- Ability to manage a high volume of files concurrently
- Closed purchase, refinance and HELOC
- High success of repeat and new business via referrals
- Developed new opportunities to generate sales
- Built and maintained strong relationships with staff, lending partners, vendors, and customers
- Excellent ability to review credit reports, financial statements to aid in the underwriting process
- Explained very technical financial information to applicants in easy to understand language.
- Increased loan approval rates by efficiently managing pipeline and maintaining strong relationships with borrowers, realtors, and underwriters.
- Participated in ongoing professional development programs to continuously expand knowledge of the mortgage industry and enhance skills as a loan officer.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Exceeded performance metrics by consistently providing high-quality support to clients.
Mortgage Loan Officer / Assistant Manager
Security Plus FCU
11.2016 - 09.2018
- Efficient time management with ability to manage a high volume of files concurrently
- Closed purchase, refinance and HELOC loans utilizing various lenders and programs
- Excellent ability to review credit reports, financial statements to aid in the underwriting process
- High success of repeat and new business via referrals
- Assisted clients throughout the entire mortgage process, from initial application to closing, ensuring a positive customer experience.
- Supported operation objectives and daily tasks with resourceful problem solving and sound decision-making regarding management challenges
- Managed escalating problems to improve customer relations, maintain brand loyalty and recapture missed opportunities to close loans
- Supported training and professional development
- Implemented and trained staff on Encompass and Doc Magic systems
- Identified and developed new opportunities to generate sales
- Built and maintained strong relationships with staff, lending partners, vendors, and customers.
- Maintained compliance with federal regulations and company policies during all stages of the mortgage process.
- Led recruitment and onboarding efforts for new team members, ensuring they were well-prepared to contribute immediately upon joining the organization.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Analyzed data on customer interactions to identify trends and patterns that informed process changes aimed at improving outcomes for clients.
- Promoted a positive and inclusive working culture that emphasized collaboration, teamwork, and mutual respect among all employees.
Mortgage Loan Officer
Goldwater Bank
09.2015 - 01.2016
- Originated purchase and refinance loans
- Completed a thorough review of credit and financial information to assist in loan approval
- Excellent follow up and communication with customer, realtors, and business partners to ensure smooth transactions
- Developed calling program and marketing to solicit new business relationships
- Reviewed closing documents with clients to prepare them for closing
- Maintained current knowledge of the loan programs and options available
- Completed compliance of loan files
- Coordinated closing with clients, underwriting, staff, and outside business partners.
- Increased loan approval rates by efficiently managing pipeline and maintaining strong relationships with borrowers, realtors, and underwriters.
Education
Some College - Chemical Engineering and Mathematics
Virginia Union University
Richmond, VADiploma - Math, General Studies
Benjamin Franklin High School
Rochester, NY06.1992
Skills
- File Management
- Title Examination
- Compliance review
- Knowledge of FHA, VA, FNMA programs
- Initiative-taking and Self-sufficient
- Expert customer service
- 20 years in mortgage industry
- Active NMLS #197314
- Teamwork and Collaboration
- Customer Communication and Empathy
- System Maintenance
Additional Information
Highly motivated, self-sufficient, fast paced learning ability, team player with a desire to excel, Thorough knowledge of underwriting and TRID guidelines for FNMA, FHA, VA, Partial knowledge of USDA
Timeline
Mortgage Loan Officer/Customer Support Representative
Apex Mortgage LLC
09.2018 - 09.2023
Mortgage Loan Officer / Assistant Manager
Security Plus FCU
11.2016 - 09.2018
Mortgage Loan Officer
Goldwater Bank
09.2015 - 01.2016
Some College - Chemical Engineering and Mathematics
Virginia Union University
Diploma - Math, General Studies
Benjamin Franklin High School