Monika Gula
JPMorgan Chase
Hoffman Estates,USA
16
years of professional experience
Loan Servicing Manager II with over 7 years of extensive expertise in managing loan servicing operations, ensuring compliance, and streamlining processes for enhanced efficiency. Proven track record in leading teams to reduce turnaround times and improve customer satisfaction while maintaining rigorous regulatory standards. Skilled in team leadership, process improvement, procedure alignment.
Work History
Loan Servicing Manager II - WM and MMBSI
1 Year- Led cross-functional teams in identifying and resolving complex loan servicing issues.
- Streamlined loan servicing processes to enhance operational efficiency and customer satisfaction.
- Developed training programs to improve staff performance and ensure compliance with industry regulations.
- Provided exceptional customer service by promptly resolving borrower inquiries or concerns regarding their loans.
- Enhanced customer satisfaction by providing timely and accurate loan information to borrowers, underwriters and bankers for both lines of business.
- Participated in ongoing professional development opportunities to stay current on trends within the industry and bring back best practices for implementation within the team environment.
- Established strong relationships with external partners such as investors, regulatory agencies, legal representatives for effective collaboration on loan servicing matters.
- Optimized resource allocation by analyzing staffing needs and adjusting work schedules accordingly, maximizing departmental efficiency.
- Conducted regular performance evaluations of team members, providing constructive feedback and coaching to support professional growth and development.
- Managed a team of loan servicing professionals, fostering an environment of continuous learning and improvement.
Loan Servicing Manager II
2 Years 10 Months- Managed loan servicing operations for commercial bank clients in Middle Market, GHNP, Dealer Commercial Services, and Franchise Finance, ensuring compliance and efficiency while identifying and mitigating risks to enhance portfolio quality.
- Implemented risk mitigation strategies, reducing loan default rates and enhancing portfolio stability.
- Facilitated cross-departmental initiatives to improve loan servicing processes, promoting continuous improvement and collaboration.
- Oversaw detailed loan documentation reviews, ensuring accuracy and adherence to regulatory standards, reducing error rates.
- Facilitated cross-departmental initiatives to enhance loan servicing processes, fostering a culture of continuous improvement and teamwork.
- Implemented risk mitigation strategies that reduced loan default rates, contributing to enhanced portfolio stability.
Loan Origination Supervisor
1 Year 2 Months- Led a team in loan origination, ensuring timely processing and high customer satisfaction through effective supervision and problem-solving.
- Streamlined loan origination processes, leveraging data-driven insights to enhance efficiency and reduce turnaround times.
- Collaborated with cross-functional teams to optimize loan origination workflows, enhancing overall productivity.
- Ensured meticulous attention to detail in loan documentation, minimizing errors and maintaining compliance with regulatory standards.
- Supervised complex loan origination and supported Wealth Management Deal Set-up processors, improving processing times and accuracy to strengthen client trust.
- Assisted with developing and refining processes for the Booking Express project to enhance operational efficiency.
- Provided training for the Manila Deal Set-up Team, focusing on best practices and procedures for loan origination.
- Assisted in user acceptance testing (UAT) for updates to the loan system to ensure functionality and user satisfaction.
- Assisted with Wealth Management – Domestic deal set-up risk events and escalations research, write-ups and provided resolutions
- Updated Wealth Management – Domestic procedures and assisted with creating Middle Market’s procedures
Loan Origination Specialist IV
3 Years 1 Month- Processed loans for Domestic Private Banking, Private Wealth Management and LatAm clients within Commercial Banking on two loan systems, ACBS and LIQ.
- Collaborated with cross-functional teams to manually fund over 50 SBA loans, expanding firm's lending portfolio.
- Reviewed documentation and systems to identify and mitigate fraud risks, safeguarding firm from potential client impacts.
- Achieved internal team promotion to SME within a year by consistently meeting SLA deadlines and processing high volumes of loan documents.
- Trained new hires in loan review and processing, facilitating quick adaptation and proficiency in ACBS and LIQ systems.
- Led the conversion of several loans from LIQ to ACBS, ensuring seamless transition and minimizing operational disruptions.
Receptionist/Surgery Scheduler/Office Manager
7 Years 9 Months- Oversaw administrative functions, coordinated surgeries, and ensured compliance with medical regulations, enhancing operational efficiency.
- Implemented strategic office management practices, reduced appointment wait times, and facilitated seamless surgical scheduling.
- Facilitated collaboration among medical staff and optimized appointment scheduling while upholding patient care and confidentiality standards.
- Implemented office management practices to streamline surgical scheduling and improve appointment wait times.
- Handled scheduling tasks, ensured accurate patient records, and organized office environment to support daily operations.
- Analyzed insurance payment trends using Excel Pivot Tables, optimizing CPT, ICD-10, and modifier code usage for higher reimbursement.
Education
Bachelor of Applied Arts - Applied Mathematics
Bachelor of Science - Secondary Education Mathematics
Skills
Loan processing expertise
Loan processing in ACBS and LIQ
Data Analysis
Loan Management Software
Procedure implementation
Team Leadership
Decision-making
Time management
Attention to detail
Multitasking Abilities
Problem-solving
Excellent Communication
Critical thinking
Timeline
Loan Servicing Manager II - WM and MMBSI
JPMorgan Chase
08.2025 - CurrentRead More
Loan Servicing Manager II
JPMorgan
09.2022 - 07.2025Read More
Loan Origination Supervisor
JPMorgan
07.2021 - 09.2022Read More
Loan Origination Specialist IV
JPMorgan
06.2018 - 07.2021Read More
Receptionist/Surgery Scheduler/Office Manager
Aki & Kroczek Surgical Ltd.
08.2010 - 05.2018Read More
Northeastern Illinois University
Bachelor of Applied Arts from Applied Mathematics
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Northeastern Illinois University
Bachelor of Science from Secondary Education Mathematics
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