Open To Work
Nichole Jones
The Colony
Work Preference
Summary
Results-driven Senior Coordinator known for high productivity and efficient task completion. Specialize in project management, strategic planning, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations and successful project outcomes.
Overview
7
7
years of professional experience
Work History
Senior Coordinator (SCRA)
Capital One
Plano
09.2025 - Current
- Review customer accounts to determine SCRA eligibility and applied protections accurately.
- Verify military service through official documentation and liaised with relevant departments.
- Led regular meetings to discuss project updates and address team concerns effectively.
- Ensured all actions complied with federal regulations and internal policies.
- Maintain detailed records of SCRA reviews, escalations, and resolutions.
- Assisted customers and internal teams with inquiries, delivering clear and professional guidance to facilitate resolution.
- Performed back-office functions for benefit approval, interest rate and fee modifications, refunds, deferments, and vehicle transportation approval, enhancing customer service experience and reducing wait times for specific requests.
Senior Coordinator (Loan Modifications)
Capital One
Plano
10.2019 - Current
- Reviewed auto accounts to determine eligibility for loan modification programs and processed modification requests accurately.
- Communicated with clients to gather documentation, explain options, and guide them through the modification process.
- Coordinated with internal departments (underwriting, compliance, servicing) to ensure timely and accurate loan modifications.
- Maintained detailed records of all loan modification activities, ensuring compliance with federal, state, and company policies.
- Provided remote support to clients and team members, utilizing virtual collaboration tools to manage workflows effectively.
- Assisted in mentoring and training junior staff on loan modification procedures and compliance requirements.
Customer Service Associate (Remote)
Mr. Cooper
Longview
12.2024 - 01.2025
- Guided customers in setting up and managing mortgage payments, clarifying payment options and resolving payment-related issues to enhance customer satisfaction.
- Provided support for escrow account inquiries, including tax and insurance payments, and ensured accurate account management.
- Processed borrower requests for loan modifications, refinancing information, payoff statements, and other loan servicing needs to ensure timely and accurate service.
- Investigated and resolved customer complaints or discrepancies related to billing, payments, or account status in a timely manner.
Home Loan Specialist 2 Remote
PENNYMAC
Plano
12.2020 - 05.2022
- Reviewed and processed loan applications, ensuring all required documentation was complete and accurate.
- Verified borrower information, credit reports, employment, and income details for compliance.
- Coordinated with loan officers, underwriters, and clients to resolve documentation issues and expedite processing.
- Maintained detailed records in loan management systems and ensured timely submission to underwriting.
- Assisted clients with inquiries, providing professional and efficient customer service.
- Collaborated with underwriters to ensure accurate loan assessments.
- Prepared documents for closing including title search paperwork and insurance information.
Senior Coordinator (Auto Collections)
Capital One
Plano
10.2019 - 12.2020
- Oversaw a portfolio of delinquent auto loan accounts, negotiating repayment plans and resolving disputes to improve recovery outcomes.
- Handled 200+ daily calls for overdue auto loans, efficiently resolving client issues to enhance repayment rates.
- Ensured all collections activities complied with federal, state, and internal policies.
- Mentored and trained junior collection staff on procedures, best practices, and compliance standards.
- Maintained detailed account records and generated progress reports to track recovery metrics and inform strategy.
- Collaborated with internal teams remotely to streamline processes and resolve complex account issues.
- Conducted skip tracing to locate borrowers using databases, public records, and other investigative tools.
Education
Hinkley High School
Aurora, COSkills
- Loan Servicing
- Loss Mitigation
- Loan Administration
- Financial Reporting
- Risk Assessment
- Financial Reconciliation
- Data Analysis
- Process Improvement
- LexisNexis
- Information Management
- Customer Service
- Problem Solving
Accomplishments
- Workflow Optimization, Reduced loan processing time by 30% through improved workflow optimization and team coordination.
- Customer Satisfaction Impact, Achieved a 95% customer satisfaction rating through effective training and mentoring programs.
- Case Resolution Efficiency, Resolved 250+ complex cases monthly with an accuracy rate of 98%, ensuring compliance standards.
- Loan Modification Success, Increased successful loan modifications by 40% within a year by enhancing client communication strategies.
Training
Tax Preparer Certification
Timeline
Senior Coordinator (SCRA)
Capital One
09.2025 - Current
Customer Service Associate (Remote)
Mr. Cooper
12.2024 - 01.2025
Home Loan Specialist 2 Remote
PENNYMAC
12.2020 - 05.2022
Senior Coordinator (Loan Modifications)
Capital One
10.2019 - Current
Senior Coordinator (Auto Collections)
Capital One
10.2019 - 12.2020
Hinkley High School