Jonathan Smith
Jacksonville,FL
Summary
Results-driven professional with extensive experience at Bank of America, specializing in client service and compliance review. Enhanced loan processing accuracy and improved customer satisfaction through effective problem-solving and meticulous attention to detail. Demonstrated expertise in training and team management, consistently achieving business objectives while upholding high-quality standards.
Overview
9
9
years of professional experience
Work History
Document Administrator
Bank of America
Jacksonville, Florida
05.2022 - Current
- Collaborated with colleagues to ensure accurate data entry and management.
- Managed document version controls to maintain consistency and accuracy.
- Trained new staff on document management processes and tools.
- Reviewed incoming documents to ensure compliance with established policies and procedures.
- Prepared loan documents such as promissory notes, security agreements, and repayment schedules.
- Reviewed client documentation and contracts for discrepancies and mistakes.
Sr. Client Advocate
Bank of America
Jacksonville, FL
08.2018 - 05.2022
- Facilitated resolution of client issues through expert support and effective de-escalation techniques.
- Conducted call reviews and managed follow-ups to uphold high-quality customer service standards.
- Developed training materials and delivered sessions to boost agent knowledge and performance.
- Acted as liaison among clients, loan officers, and underwriters to ensure compliance with banking regulations.
Client Services Representative
Bank of America
Jacksonville, FL
09.2017 - 08.2018
- Managed portfolio of loan products, ensuring compliance standards and accurate loan documentation.
- Resolved customer inquiries with one-call resolution, improving client satisfaction through effective communication.
- Conducted thorough reviews of residential loan applications, enhancing accuracy and integrity of approval process.
Mortgage Loan Processor
JP Morgan Chase Bank
Jacksonville, FL
07.2016 - 01.2017
- Evaluated loan documentation to ensure accuracy and completeness, facilitating timely processing.
- Directed complex customer inquiries to appropriate channels for satisfactory resolution.
- Coordinated document signings for over 50 loans while adhering to bank policies and regulations.
Education
CST - Surgical Technology
SUNY, Brockport
Brockport, NY05-2012
Skills
- Client service and support
- Compliance review
- Quality assurance
- Attention to detail
- Time management
- Loan processing
- Business objectives
- Problem solving
- Presentation skills
- Critical thinking
- Team management
- Needs assessment
Timeline
Document Administrator
Bank of America
05.2022 - Current
Sr. Client Advocate
Bank of America
08.2018 - 05.2022
Client Services Representative
Bank of America
09.2017 - 08.2018
Mortgage Loan Processor
JP Morgan Chase Bank
07.2016 - 01.2017
CST - Surgical Technology
SUNY, Brockport
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