Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Nalekah Plummer

Pickerington,OH

Summary

Proven achiever with extensive experience at JPMorgan Chase, adept in document management and showcasing exceptional analytical thinking. Excelled in enhancing client satisfaction and operational efficiency, demonstrating a keen eye for detail and a strong ability to resolve complex issues. Mastered Microsoft Office and effective communication, significantly improving team productivity and decision-making processes.

Overview

13
13
years of professional experience

Work History

BMA Account Specialist III

JPMorgan Chase
05.2023 - Current
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Completed routine and complex account updates to resolve problems.
  • Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.

Operations Analyst III

JPMorgan Chase
05.2021 - 11.2022
  • Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
  • Optimized operational efficiency by analyzing and streamlining processes.
  • Improved team productivity by implementing effective workflow strategies and time management techniques.
  • Created custom reports and visualizations to support decision-making processes.

Escalation Manager

JPMorgan Chase
05.2020 - 05.2021
  • Safeguarded the company''s reputation by maintaining a high level of professionalism and integrity in all interactions with customers, colleagues, and external partners.
  • Reduced response times for escalation cases by implementing efficient processes and protocols.
  • Optimized case management systems to facilitate streamlined reporting and analysis of escalation data.
  • Enhanced customer satisfaction by effectively addressing and resolving escalated issues.

Senior Dispute Analyst

JPMorgan Chase
03.2019 - 05.2020
  • Delivered regular reports on department performance metrics, contributing valuable insights for management review meetings.
  • Collaborated with cross-functional teams to implement process improvements that resulted in reduced errors and increased efficiency.
  • Conducted regular audits of resolved cases to ensure compliance with regulatory requirements and company standards.
  • Mentored new hires through shadowing sessions and one-on-one coaching sessions, improving their skills development trajectory significantly.

Credit Underwriter

JPMorgan Chase
02.2016 - 03.2019
  • Enhanced the efficiency of the underwriting process by implementing comprehensive risk assessment models.
  • Built strong relationships with clients, fostering trust and loyalty in the company''s services.
  • Improved loan approval rates by meticulously analyzing credit data and financial statements.
  • Minimized delinquency rates by conducting thorough background checks on potential clients.

Loss Mitigation Underwriter

JPMorgan Chase
08.2016 - 02.2018
  • Monitored portfolio performance trends to identify potential areas of risk or improvement opportunities within the loss mitigation process.
  • Collaborated with borrowers to obtain required financial documents for accurate underwriting analysis.
  • Managed a portfolio of delinquent loans, effectively prioritizing cases to maximize efficiency and impact on recovery efforts.
  • Improved operational efficiency by identifying opportunities for automation within the loss mitigation workflow processes.

Loss Mitigation Specialist/Collections Agent

JPMorgan Chase
07.2011 - 08.2016
  • Remained updated with latest information related to mortgage products and services being offered.
  • Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
  • Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
  • Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.

Education

Associate of Applied Science - Business

Ohio Dominican University
05.2019

High School Diploma -

Northland High School
Columbus, OH
05.2009

Skills

Document Management

Microsoft Office proficiency

Data Analysis

Attention to Detail

Self-Motivated

Analytical and Critical Thinking

Problem-Solving

Flexible and Adaptable

Conflict resolution skills

Call center operations

Excel

Excellent written and oral communication

Additional Information

TECHNICAL SKILLS Default workflow, Lender Live, I-Vault, CCW, LPS, MSP, ER (Early Resolution), CA, RPC, DW Data Verify,Agent Desktop, loan sphere, USDA LINC, FHA Connection, IRS Table, Mortgage express, Microsoft Excel(Intermediate), FSD, HL Federated search.



Banking,Credit Analysis,Escrow,Fair Housing Regulations,Loan Origination,Mortgage Servicing,Underwriting
Customer Service,Management,Mac OS.Windows.Loan processing. Financial services,Customer support (10+ years)

Timeline

BMA Account Specialist III

JPMorgan Chase
05.2023 - Current

Operations Analyst III

JPMorgan Chase
05.2021 - 11.2022

Escalation Manager

JPMorgan Chase
05.2020 - 05.2021

Senior Dispute Analyst

JPMorgan Chase
03.2019 - 05.2020

Loss Mitigation Underwriter

JPMorgan Chase
08.2016 - 02.2018

Credit Underwriter

JPMorgan Chase
02.2016 - 03.2019

Loss Mitigation Specialist/Collections Agent

JPMorgan Chase
07.2011 - 08.2016

Associate of Applied Science - Business

Ohio Dominican University

High School Diploma -

Northland High School

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