Jessica Ohtonen
Summary
Dedicated mortgage professional with extensive experience in loan modification management, underwriting, and borrower support, particularly in the realm of construction loans. Proven track record of processing loan modifications, PMI underwriting, and escrow waivers while ensuring compliance with GSE and private investor guidelines. Passionate about facilitating seamless construction to permanent loan transitions, I excelled in developing efficient processes and detailed procedures, including the creation of standardized construction loan procedures for departmental use. A proactive problem-solver, I thrive in collaborative environments, working closely with client partners to address borrower needs and regulatory requirements. Committed to delivering exceptional customer service and fostering strong relationships, I am eager to leverage my skills to contribute to a dynamic team focused on innovative lending solutions.
Overview
8
8
years of professional experience
Work History
Special Loans Associate
Midwest Loan Services
10.2022 - Current
- Loan Modification Management: Expertly create and process loan modifications, ensuring compliance with GSE and private investor guidelines.
- Underwriting and Approval: Underwrite Private Mortgage Insurance (PMI) and manage escrow waivers, collaborating effectively with client partners to secure necessary modifications and approvals.
- Insurance Loss Claims Processing: Assist borrowers with insurance loss claims, facilitating smooth communication and resolution.
- Partial Releases and Assumptions: Process partial releases and assumptions, ensuring accurate documentation and adherence to regulatory requirements.
- Construction Rollover Process: Developed and implemented the construction rollover process, creating detailed procedures to streamline operations.
- Step-by-Step Instructions: Established comprehensive step-by-step instructions for team members to ensure efficient and compliant processing.
- Construction to Permanent Loan Modifications: Collaborate with client partners to manage construction to permanent loan modifications, ensuring accurate posting of draws per investor requests.
- Regulation Compliance: Designed a departmental checklist aligned with regulations and requirements to enhance operational efficiency.
- Customer Support: Provide exceptional assistance to customers regarding their mortgage loans, addressing inquiries and facilitating solutions.
Customer Service Associate
Midwest Loan Services
06.2022 - Current
- Resolved borrower inquiries and issues, ensuring timely and accurate responses.
- Helped large volume of borrowers every day with positive attitude and focus on borrower satisfaction.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Handled borrower complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to borrowers.
GEICO COMMERICAL SALES AGENT
GEICO
04.2018 - 02.2021
- Developed tailored insurance solutions for clients, enhancing satisfaction and retention rates.
- Conducted thorough market analysis to identify emerging trends and opportunities for policy offerings.
- Delivered presentations on product benefits to prospective clients, effectively addressing their unique needs.
- Collaborated with underwriters to assess risk factors, ensuring appropriate coverage recommendations were made.
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Generated quotes and proposals for clients to match individual needs.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Maximized revenue growth with proactive lead generation tactics and efficient time management skills.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
Education
High School Diploma -
Canon City High School
Canon City Colorado Skills
- Collaborative mindset
- Professionalism and ethics
- Proactive approach to skill development
- Effective time management
- Analytical problem-solving
- Detail-oriented approach
- Proficient in handling multiple priorities
- Reliability
- Excellent communication
- Customer service-focused
- Adaptability and flexibility
- Client engagement strategies
- Mortgage servicing
Timeline
Special Loans Associate
Midwest Loan Services
10.2022 - Current
Customer Service Associate
Midwest Loan Services
06.2022 - Current
GEICO COMMERICAL SALES AGENT
GEICO
04.2018 - 02.2021
High School Diploma -
Canon City High School