Jessica Robertson
Frederick,MD
Summary
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
23
23
years of professional experience
Work History
Foreclosure Legal Assistant
Rosenberg and Assoicates
Bethesda , Maryland
02.2025 - Current
- Provided administrative support and conducted research to assist attorneys in civil litigation preparation.
- Organized exhibits and arguments to present evidence on behalf of clients.
- Communicated with clients via phone or email to provide updates on case progress.
- Drafted correspondence to clients concerning their foreclosure proceedings.
- Organized evidence for trial preparation by gathering documents such as mortgages, deeds of trust, judgments liens.
- Reviewed foreclosure documents and prepared legal notices for clients.
- Processed closing documents and transactional documents for legal review.
- Stayed abreast of changes in legislative and regulatory guidelines.
- Provided support to attorneys in the preparation of court documents and pleadings related to foreclosures.
Member Service Representative/Debt Collector
Pepco Federal Credit Union
Washington , DC
04.2023 - 12.2024
- Responded promptly to emails from members seeking assistance.
- Answered incoming calls regarding membership benefits and services.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Monitored compliance with organizational security protocols when interacting with members.
- Verified identity information on new accounts using established procedures.
- Greeted customers in a friendly and professional manner.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Researched complex issues related to accounts or services provided by the organization.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Assisted in the development of strategies to improve collections process efficiency.
- Initiated legal action against delinquent customers when necessary.
Customer Service Agent /Senior Mortgage Processor
Wells Fargo Home Mortgage
Chantilly, VA
03.2013 - 04.2023
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Updated customer records in the CRM system accurately with each interaction.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Resolved customer complaints quickly and efficiently.
- Attended training sessions regularly to stay current on new products or services.
- Created reports detailing customer interactions for management review.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Ensured compliance with applicable laws when dealing with customers.
- Tracked orders from placement to delivery using internal systems.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Followed up with customers via phone or email after purchase was made to ensure satisfaction.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Advised customers on purchasing decisions based on their individual needs.
- Provided product information to customers in a timely manner.
- Monitored customer feedback through surveys and other methods for quality assurance purposes.
Mortgage Loan Office Assistant
SunTrust Mortgage
Rockville, MD
06.2012 - 12.2012
- Created and maintained detailed, accurate mortgage files for each loan application received.
- Performed file maintenance activities including archiving closed loan files according to company standards.
- Attended industry conferences in order to stay abreast of changes in the mortgage industry.
- Processed incoming payments from borrowers and distributed funds accordingly.
- Analyzed financial statements to ensure compliance with bank policies and procedures.
- Provided administrative support to the Loan Officers, such as scheduling appointments, answering phones and responding to emails.
- Generated weekly pipeline updates for management team members.
- Assisted Mortgage Loan Officers with loan pre-qualifications by gathering and verifying customer financial information.
- Evaluated potential risks associated with certain loan types prior to approval process.
- Maintained updated knowledge of current lending regulations and guidelines.
Real Estate Title Processor
Law Office Of Michael Gross
Chevy Chase , MD
04.2002 - 02.2012
- Maintained detailed records of all transactions related to title processing.
- Conducted lien searches to identify outstanding claims against real estate property titles.
- Calculated prorations for taxes, interest payments, mortgage fees.
- Ensured compliance with federal regulations pertaining to real estate transactions.
- Facilitated communication between all stakeholders involved in the transaction process.
- Coordinated with lenders, buyers, sellers, attorneys, and surveyors throughout the entire transaction process.
- Reviewed title search reports to ensure accuracy and completeness of information.
- Processed title documents such as deeds, mortgages, and liens in accordance with state laws.
- Prepared closing packages for residential and commercial properties.
- Verified accuracy of legal descriptions, tax parcel numbers, and other relevant data on documents.
- Compiled information from various sources including county offices and financial institutions to verify chain-of-title documentation.
- Analyzed market trends in order to provide accurate advice on pricing strategies for potential buyers and sellers.
Education
Bachelor of Arts - Business Administration
Morgan State University
Baltimore, MD05-2004
Skills
- Performance Improvement
- Project Management
- Resource Management
- Strategic Thinking
- Training delivery
- Performance monitoring
- Strategy implementation
- Credit analysis
- Portfolio Management
- Payment Processing
- Adjustment posting
- Patience and Persistence
- Investigative research
Accomplishments
- Receive the title processor of the year 5 years in a row
- Receive a Leadership award for outstanding leadership in the mortgage division
References
References available upon request.
Timeline
Foreclosure Legal Assistant
Rosenberg and Assoicates
02.2025 - Current
Member Service Representative/Debt Collector
Pepco Federal Credit Union
04.2023 - 12.2024
Customer Service Agent /Senior Mortgage Processor
Wells Fargo Home Mortgage
03.2013 - 04.2023
Mortgage Loan Office Assistant
SunTrust Mortgage
06.2012 - 12.2012
Real Estate Title Processor
Law Office Of Michael Gross
04.2002 - 02.2012
Bachelor of Arts - Business Administration
Morgan State University