Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Harris

Clermont,FL

Summary

Reliable business professional and talented team leader with experience in project management, process improvement and financial analysis. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Experienced and dedicated to enhancing employee satisfaction and business success; diplomatic and friendly with proven commitment to employee training. Supportive, multi-tasking team leader well-known for successfully executing multiple projects simultaneously with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals and cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Passionate and successful at managing with a positive attitude with the want to help and drive each one of the team each and everyday.

Overview

14
14
years of professional experience

Work History

Team Lead II - DLCS Adjustments Processing

Nelnet Diversified Services, Inc.
10.2022 - Current
  • Directed and supervised team of 30 engaged in Direct Loan Consolidations and Adjustment Processing with Student Loans.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Generated reports detailing findings and recommendations.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Gathered, organized and input information into digital database.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Supervised team members to confirm compliance with set procedures and quality requirements.

Team Lead/Trainer/Sr. Loan Processor

CrossCountry Mortgage, LLC | HomeTown Lenders, Inc
06.2015 - 08.2022
  • Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
  • Carried active pipeline of 70 loans each month and closed average of no less than 40-45.
  • In-depth knowledge of the real estate industry as well as Government, VA, FHA, USDA, conventional, jumbo, bond, and non-QM loans along with all mortgage underwriting programs such as DU, GUS, LP and Encompass.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Prepared documents for underwriting by verifying client income, credit reports, and other information.
  • Handled any conditions sent from underwriting departments.
  • Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
  • Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
  • Calculated, reviewed and corrected errors on interest, principal and closing costs.
  • Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
  • Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
  • Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
  • Utilized loan origination software to process and track loan applications.
  • Assisted loan officers with origination and closing processes to Fastrack procedures and promote teamwork.
  • Coordinated closing process with attorneys, title companies, and government clerks.
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.

Coach/Supervisor, Fraud and Claims Department

SunTrust Banks Inc
02.2010 - 06.2015
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Supervised 33 reports and scored 165 calls per week to ensure goals were met.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Achieved results by working with staff to meet established targets.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Generated reports detailing findings and recommendations.
  • Collected, arranged, and input information into database system.
  • Identified opportunities to streamline processes and improve office operations and efficiency.
  • Documented and communicated timely claims information while supporting accurate outcomes.
  • Determined proper course of action for claims processing.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.

Education

Some College (No Degree) - Business Administration And Management

California State University
Sacramento

High School Diploma -

Serra High School
San Diego, CA
06.1999

Skills

  • Microsoft and Google Applications
  • Performance Monitoring and Trend Tracking
  • Regulatory Compliance
  • Production Monitoring
  • Coaching and Mentoring
  • Complaint Resolution
  • Quality Control
  • Technical Support
  • Complex Problem-Solving and Analytical Thinking
  • Active Listening, Critical Thinking, Customer Service
  • Call Center Operations, SLA, Adherence, Metrics
  • Supervision and Leadership

Timeline

Team Lead II - DLCS Adjustments Processing

Nelnet Diversified Services, Inc.
10.2022 - Current

Team Lead/Trainer/Sr. Loan Processor

CrossCountry Mortgage, LLC | HomeTown Lenders, Inc
06.2015 - 08.2022

Coach/Supervisor, Fraud and Claims Department

SunTrust Banks Inc
02.2010 - 06.2015

Some College (No Degree) - Business Administration And Management

California State University

High School Diploma -

Serra High School

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