Monica Jones
San Antonio,TX
Summary
Loan administration professional with strong skills in loan processing, documentation, and compliance. Known for reliability, adaptability, and collaboration in team settings. Capable of managing multiple tasks efficiently while maintaining focus on achieving results. Well-versed in financial regulations, risk assessment, and customer service.
Overview
16
16
years of professional experience
Work History
Loan Administrator
Freedom Mortgage, Special Loans
08.2025 - Current
- Ensured compliance with regulatory requirements by performing due diligence on all submitted documentation.
- Resolved complex issues related to loans, working closely with various departments to find effective solutions.
- Contributed to team success by proactively identifying areas for improvement in processes and procedures.
- Monitored pipelines to track and log status of loans.
- Reviewed documentation for accuracy and compliance with industry regulations.
Execution Consultant
Wells Fargo Home Lending, SCRA
05.2024 - 03.2025
- Manage the SCRA Benefits team, processes, and reporting
- Execute changes within procedures and reports for critical SCRA Benefits processes
- Regularly consult with other managers, business support specialists, and analytics to improve efficiencies
- Utilize multiple platforms to gather data that assist with making critical business decisions
- Assists in the design, development, testing and execution of applications to enhance performance across all areas
- Support corrective action and remediation efforts by providing research and investigation, assessments, business responses and communication, documentation, training and follow through to execution
- Responsible for the hiring and development of staff by setting performance standards, tracking SLAs and quality scores, conducting one on ones, providing feedback, discussing errors, accomplishments, and progression planning
Escalations Manager
Wells Fargo Home Lending, SCRA
09.2019 - 05.2024
- Manage the SCRA Benefits team, processes, and reporting
- Execute changes within procedures and reports for critical SCRA Benefits processes
- Regularly consult with other managers, business support specialists, and analytics to improve efficiencies
- Utilize multiple platforms to gather data that assist with making critical business decisions
- Assists in the design, development, testing and execution of applications to enhance performance across all areas
- Support corrective action and remediation efforts by providing research and investigation, assessments, business responses and communication, documentation, training and follow through to execution
- Responsible for the hiring and development of staff by setting performance standards, tracking SLAs and quality scores, conducting one on ones, providing feedback, discussing errors, accomplishments, and progression planning
Research Remediation Analyst
Wells Fargo Home Lending, SCRA
07.2016 - 09.2019
- Reviewed, researched and resolved escalated inquiries and complaints
- Identified and investigated issues to determine remedial action needed
- Evaluated and audited accounts to confirm that action taken complied and met policy and procedure standards
- Investigated time critical matters and made recommendations to management for resolutions
- Completed and created summary reports for projects assigned by management
- Met with senior leaders and partners as needed
- Designed and conducted training programs
- Team lead, mentor and subject matter expert
Quality Assurance Analyst
Wells Fargo Home Lending, SCRA
11.2014 - 07.2016
- Ensured that requests to make changes on an account met business standards and/or government regulations
- Confirmed that data was inputted correctly, changes were recorded, and proper documents were imaged into the systems of records
- Provided feedback to department managers regarding deficiencies found and trends discovered during quality control review
- Designed and conducted training programs
- Team lead, mentor and subject matter expert
Loan Servicing Specialist
Wells Fargo Home Lending, Default and SCRA
08.2010 - 11.2014
- Handled inbound/outbound calls assisting customers with information pertaining to all areas of loan servicing including payments, taxes and insurance, loan modifications, assumptions, repayment plans, payoffs, adjustable-rate loans, credit reporting, bankruptcy, asset management cases, short sales, and deed in lieu of foreclosure
- Researched, coded and corrected loans with SCRA benefits and protections
- Reviewed SCRA reporting to identify errors and risk; assisted with creating and updating criteria for reporting
- Reviewed and processed requests received through the process workflow and managed mailboxes
- Team Lead, mentor and subject matter expert of processes and business risk
Skills
- Data Analysis & Reporting
- DMDC
- DOJ
- EDMS
- Issue Management
- LoanServ
- Microsoft office
- MLA
- MSP
- Project Manager
- Regulation Z
- Regulatory Compliance
- Risk Management Framework
- SCRA
- Tableau
- UDAAP
QUALIFICATIONS:
- Over ten years of leadership experience while delegating, monitoring, tracking team member’s work performance
- Ten years of risk, compliance, quality control, quality assurance, and process analysis experience partnering cross-functionally within the company to execute changes
- Over ten years of experience researching, reporting, and presenting topics related to business, operational, and reputational risk to management, legal, and compliance
- Trained teams in the Quality, SCRA Home Lending, audit, remediation, and Internal Testing and Validation businesses
- Created training guides, best practices and assisted with the creation, updating and annual and quarterly certifications of business processes, procedures and letters
- Subject matter expert for SCRA Home Lending, MLA, audit, compliance, and risk
Timeline
Loan Administrator
Freedom Mortgage, Special Loans
08.2025 - Current
Execution Consultant
Wells Fargo Home Lending, SCRA
05.2024 - 03.2025
Escalations Manager
Wells Fargo Home Lending, SCRA
09.2019 - 05.2024
Research Remediation Analyst
Wells Fargo Home Lending, SCRA
07.2016 - 09.2019
Quality Assurance Analyst
Wells Fargo Home Lending, SCRA
11.2014 - 07.2016
Loan Servicing Specialist
Wells Fargo Home Lending, Default and SCRA
08.2010 - 11.2014