Mariana Islas
Operations Manager
Phoenix,AZ
Summary
Productive Home Lending Sales and Operations Specialist with 10+ year track record of implementing internal processes to meet target objectives. Skilled in creating detailed reports along with handling and resolving escalated issues. I'm detail-oriented, analytical and versed in quickly solving complex problems. Experienced in both the front and back end of Home Lending Operations. In-depth knowledge of both originations and fulfillment processes and procedures.
Overview
17
17
years of professional experience
Work History
Encompass VIP
JPMorgan Chase
Tempe, AZ
01.2026 - Current
- Facilitate in systems transition from MPX to Encompass for Home Lending Advisors, Lending Managers, and Home Lending Assistants through out the Nation
- Build Training decks related to encompass processes and procedures
- Assist the Sales Academy team for training and developing new and seasoned Home Lending Advisors
- Present Encompass processes and procedures via Zoom meetings to nationwide sales partners
- Assist in decision making for Walkme implementations in Encompass, Chase Answers updates, prioritization of updates for Encompass
- Help troubleshoot loans to progression
Home Lending Advisor
JPMorgan Chase
Tempe, AZ
11.2023 - 12.2025
- Advised clients on loan products to meet financial needs and goals.
- Evaluated credit applications to determine eligibility and risk factors.
- Facilitated communication between clients and underwriting teams for timely processing.
- Streamlined loan processing workflows, enhancing overall efficiency by implementing best practices.
Director of Operations and Business Development
Call Geeks
Phoenix, AZ
03.2023 - 08.2023
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Acquisition Manager
National Cash Offer
Phoenix, AZ
01.2023 - 03.2023
- Documented acquisition valuations and earnings accretion and dilution models for public and private companies.
- Completed monthly profit and loss performance reports.
- Negotiated pricing and terms with vendors to secure best value for company.
- Identified opportunities to reduce lead times and improve inventory management.
Home Lending Advisor
JP Morgan Chase
Tempe, AZ
07.2019 - 10.2022
- Managed a pipeline of 60-85 loans within a fast paced phone environment
- Provided ethical sales skills through proper expectations and updates in accordance with procedures
- Collaborated and educated internal partners to streamline process, decrease cycle time, and maintain outstanding customer service
- Maintained compliance standards set by Chase and Federal Government for call monitoring and product knowledge via Chase Answers
- Awarded and recognized for production, cycle time(PEAT), customer service(CSAT), and maintained a top performance standard.
Sr. Operations Specialist II
JP Morgan Chase
Phoenix, AZ And Chicago, IL
10.2009 - 07.2019
- Trained and mentored employees
- Provided operations support for contractual, administrative and financial aspects of business needs.
- Evaluated quality and reasonable cost of vendor services for business support.
- Worked all roles in the closing and funding space as needed
- Coordinated with appraisers, title companies, and clients to meet critical deadlines for closing and funding
- Analyzed title reports and reconciled tax/HOA/fees for purchase and refinance loans
- Worked various reports to be escalated to closing VP's and upper management daily
Education
Outsourcing
04.2023
Management Skills
07.2018
Certificate of completion in the esthetics -
07.2002
Skills
- Excellent Navigation Skills
- Adobe Acrobat, Black Knight, MS Office, MPX, RCO, Encompass, Salesforce, Excell, Word, Outlook, Power Point, Snagit, WooSender, Go High Level
- Bilingual and strong communication skills
Awarded Leaders Club Recognition in 2019, 2020, 2022
Awarded Work From Home
Timeline
Encompass VIP - JPMorgan Chase
01.2026 - Current
Home Lending Advisor - JPMorgan Chase
11.2023 - 12.2025
Director of Operations and Business Development - Call Geeks
03.2023 - 08.2023
Acquisition Manager - National Cash Offer
01.2023 - 03.2023
Home Lending Advisor - JP Morgan Chase
07.2019 - 10.2022
Sr. Operations Specialist II - JP Morgan Chase
10.2009 - 07.2019
LinkedIn - , Outsourcing
Harvard Manage Mentor - , Management Skills
Carsten Institute - Certificate of completion in the esthetics,