JORDAN THACKER
Lenexa
Summary
Results-driven professional with proven background in optimizing client experiences and ensuring service excellence. Known for effectively managing client relationships and resolving issues to maintain high standards of satisfaction. Collaborative team player with focus on achieving impactful outcomes, adaptable to evolving needs and environments. Skilled in communication and strategic problem-solving.
Overview
7
7
years of professional experience
Work History
Client Success Specialist
WellSky
04.2024 - Current
- Coordinated cross-functional teams to deliver seamless support for clients, ensuring timely resolutions of issues.
- Collaborated closely with sales teams to identify upselling opportunities and expand existing accounts.
- Optimized workflow processes by implementing project management tools that increased organization and efficiency within the team.
- Leveraged data analytics tools to monitor client success metrics, enabling informed decision-making and strategic planning.
Loan Support Analyst/Account Manager - CMBS
PNC Bank N.A
02.2023 - 03.2024
- Promotes high customer satisfaction by having extensive knowledge of software applications, account management and internal processes.
- Lead my department in getting existing and new clients enrolled in our new online banking portal by providing application training.
- Answers incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrates excellent communication skills in resolving product and consumer complaints.
- Receives and applies large sums of money to insure the funds are administered to the correct accounts, meeting all deadlines.
Fitness - Personal Trainer
LifeTime
07.2022 - 10.2022
- Maintained detailed personal training records and updated client progress after each session
- Communicated with clients to determine goals and performed client assessments
- Educated members on importance of health and wellbeing by explaining benefits of tailored exercises and methods to obtain maximum results
Mortgage Processor Team Lead
TruHome Solutions
07.2021 - 05.2022
- Team Lead for a group of five processors assigned to a new Credit Union Client out of Arizona
- Handled borrower complaints/questions that would arise and required escalation
- Handled priority and rush loans for high profile individuals within the Credit Union
- Optimized workflow efficiency by prioritizing tasks based on client needs and deadlines, ensuring timely completion of loans.
Mortgage Processor II
TruHome Solutions
12.2019 - 07.2021
- Assigned a pipeline of forty-fifty accounts at any given time to oversee and work through the entire loan process
- Optimized workflow efficiency by prioritizing tasks based on client needs and deadlines, ensuring timely completion of loans.
- Worked an assortment of product types including Conventional, FHA, VA, USDA and Condominium loans
- Worked with outside companies such as Title companies, Insurance companies, and Appraisal companies to ensure the correct documentation was submitted by the loan's closing date
Mortgage Processor I
TruHome Solutions
08.2019 - 12.2019
- Guided Credit Union borrowers through the loan process from Initial processing stage and all the way through closing
- Scheduled closings with title companies and borrowers to make sure all parties had accurate information
- Reviewed loan documentation from borrowers and 3rd party companies to ensure it was meeting internal and external government guidelines
Law Enforcement Officer
Olathe Police Department
10.2018 - 07.2019
- Delivered specialized training to enhance officer safety, public safety and community relations
- Conducted routine patrols of assigned areas to prevent, reduce and detect criminal activity and responded to emergency situations requiring law enforcement intervention
- Fostered personal and professional relationships with community members to create safer environments for police and citizens
- Liaised between public and police department, strengthening relationships, communications and trust between neighbors and police
Intern
Nueterra Capital/NueHealth
12.2017 - 06.2018
- College Internship for a company who owns numerous surgical centers around the United states
- Shadowed various departments such as legal, accounting, Human Resources, and Risk Management
- Tasked with investigating insurance and injury claims for various surgical centers around the country
Education
Associate of Science - Criminal Justice
Johnson County Community College
Overland Park, KS05.2018
Bachelor of Science - Psychology/Sociology
Baker University
05.2017
High School Diploma -
Blue Valley Northwest High School
Overland Park, KS05.2013
Skills
- Complaint Resolution
- Customer Retention
- Report Generation
- Account Management
- Customer Relations
- Customer Relationship Management
- Administrative Documentation
- Product Issue Resolution
- Cross-Functional Collaboration
- Vendor Relations
- Team Leadership
- Proficient in Microsoft Office
- Strong Attention to Detail
Timeline
Client Success Specialist
WellSky
04.2024 - Current
Loan Support Analyst/Account Manager - CMBS
PNC Bank N.A
02.2023 - 03.2024
Fitness - Personal Trainer
LifeTime
07.2022 - 10.2022
Mortgage Processor Team Lead
TruHome Solutions
07.2021 - 05.2022
Mortgage Processor II
TruHome Solutions
12.2019 - 07.2021
Mortgage Processor I
TruHome Solutions
08.2019 - 12.2019
Law Enforcement Officer
Olathe Police Department
10.2018 - 07.2019
Intern
Nueterra Capital/NueHealth
12.2017 - 06.2018
Bachelor of Science - Psychology/Sociology
Baker University
High School Diploma -
Blue Valley Northwest High School
Associate of Science - Criminal Justice
Johnson County Community College
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