Jessica Whitlock
Operations Generalist
Goodyear,AZ
Summary
Knowledgeable and eager operations professional with 10+ years experience; whose success is based on integrity, exceptional customer service, efficiency, and ambition. Keys to my sucess include a strong ability to work in a team environment while being flexible, adaptable, and collaborative. Excellent verbal, written and interpersonal skills. Strong Analytical skills with ability to articulate complex concepts in a clear manner. Authorized to work in the US for any employer.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Loan Administration Manager II
Wells Fargo Home Mortgage
Chandler, AZ
09.2020 - 01.2023
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- 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.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- 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 long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Loan Administration Manager II
Wells Fargo Home Equity/ Mortgage
Tempe, AZ
10.2017 - 09.2020
- Developed strategic plans for day-to-day financial operations.
- Complied with established internal controls and policies.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Educated customers on loan services and regulations to confirm compliance.
- Reviewed and validated details of loan applications and closing documentation.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
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.
- Reviewed mortgage documents for accuracy, which included title abstract and insurance forms.
- Communicated closely with inter-company staff members to promote quick and effective loan workflow.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
- Checked loan documents for accuracy prior to closing.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Worked with underwriters to fix application problems and resolve issues.
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
- 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
SKYLINE HIGH SCHOOL
Mesa, AZ 09.2004 - 05.2007
Skills
Risk management
Training & Development
Organizational skillsProcess ImprovementCustomer serviceConflict ManagementAttention to Detail
Flexible and Adaptable
Analytical and Critical Thinking
Training and Development
MS Office
Timeline
Loan Administration Manager II
Wells Fargo Home Mortgage
09.2020 - 01.2023
Loan Administration Manager II
Wells Fargo Home Equity/ Mortgage
10.2017 - 09.2020
Mortgage Loan Closer
Wells Fargo Home Mortgage
04.2015 - 10.2017
Mortgage Disclosure Specialist
National Residential Mortgage
05.2014 - 04.2015
Loan Officer Assistant
National Residential Mortgage
11.2012 - 05.2014
DIPLOMA - undefined
SKYLINE HIGH SCHOOL
09.2004 - 05.2007