Jessica Whitlock
Mesa,AZ
Summary
Professional with strong background in mortgage loan processing/ closing, adept at ensuring smooth and accurate closings. Known for strong focus on team collaboration, consistent reliability, and adaptability to changing needs. Expertise in document preparation, compliance, and customer communication, with keen eye for detail and results-driven approach. Ready to bring high standards and deliver impactful results.
Overview
12
12
years of professional experience
Work History
Shift Supervisor
Cobblestone Auto Spa
Gilbert, AZ
08 2024 - Current
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Responded to and resolved customer questions and concerns.
- Conducted routine inspections to check quality and compliance with established specifications.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
Loan Administration Manager II
Wells Fargo, NA
Chandler, AZ
10 2017 - 01 2023
- Assisted customers with completing loan applications and other paperwork.
- Monitored pipelines to track and log status of loans.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Explained very technical financial information to applicants in easy to understand language.
- Assessed operational needs to develop practical solutions.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent longterm habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed loan personnel and motivated to maintain customer service and performance standards.
- Conducted regular audits to identify areas needing improvement, resulting in increased productivity and accuracy within the team.
Mortgage Loan Closer
Wells Fargo Home Mortgage
Tempe, AZ
04 2015 - 10 2017
- Provided highest level of service and support to customers, closing agents and realtors.
- Prepared all paperwork for loan package and arranged final closing meeting.
- Communicated closely with inter-company staff members to promote quick and effective loan workflow.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Worked with underwriters to fix application problems and resolve issues.
- Safeguarded regulatory compliance by staying current on industry laws, policies, and guidelines.
- Reduced errors in loan documents through meticulous review and verification procedures.
- Managed a high volume of loans simultaneously, prioritizing tasks efficiently to meet deadlines consistently.
- Collaborated with title companies for smooth and accurate execution of closing documents.
- Increased customer satisfaction by providing clear explanations of complex mortgage terms and conditions.
Mortgage Disclosure Specialist
National Residential Mortgage
Scottsdale, AZ
05.2014 - 04.2015
- Responsibilities include verifying parameters of loan are approved, margin management, preparing and sending initial disclosures.
- Set up loan file with accurate fees according to selected loan program and other loan parameters.
- Managed company disclosure timelines to maintain delivery standards and timetables.
- Prepared loan estimate with new loan application and sent initial disclosures.
- Created and maintained compliant work environment.
- Assessed fees related to registration of property-related documents.
Loan Officer Assistant
National Residential Mortgage
Scottsdale, AZ
11.2012 - 05.2014
- Coordinated with realtors and title companies to identify discrepancies and update different teams on processing progress.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Documented borrower's information in loan processing system and resolved any discrepancies.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
- Worked with Loan Officer to create application profile in system and review key information at various stages within process.
- Prepared professional business correspondence on behalf of loan officer to obtain information and facilitate processing steps.
- Set up files using loan officer checklist and submitted on-time for processing.
- Assisted in resolving customer complaints, following procedures to find mutually beneficial solutions.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
Education
DIPLOMA - undefined
05.2007
Skills
- Risk management
- Training & Development
- Organizational skills
- Customer service
- Conflict Management
- Attention to Detail
- Flexible and Adaptable
- Analytical and Critical Thinking
- Staff Management
- Operations management
- Safety understanding
- Complaint resolution
Personal Information
- Title: Operations Generalist
- Work Permit: Authorized to work in the US for any employer.
- Visa Status: Authorized to work in the US for any employer.
Timeline
Mortgage Disclosure Specialist - National Residential Mortgage
05.2014 - 04.2015
Loan Officer Assistant - National Residential Mortgage
11.2012 - 05.2014
Shift Supervisor - Cobblestone Auto Spa
08 2024 - Current
Loan Administration Manager II - Wells Fargo, NA
10 2017 - 01 2023
Mortgage Loan Closer - Wells Fargo Home Mortgage
04 2015 - 10 2017
SKYLINE HIGH SCHOOL - DIPLOMA,