Patricia Jacobson
Schererville,IN
Summary
Detail-oriented Banking Operations Specialist with expertise in resolving complex payment and loan servicing challenges. Coordinates cross-team efforts to rectify discrepancies and ensure reliable payment workflows while maintaining compliance and accuracy. Demonstrates sound judgment and effective communication in regulated environments.
Overview
22
22
years of professional experience
Work History
Specialist, Payment Group
Centier Bank
Merrillville , IN
03.2020 - Current
- Owns resolution of client inquiries related to payments, payoffs, and account questions, with emphasis on timely, accurate outcomes and sustained satisfaction.
- Executes mortgage and installment loan payoffs in line with bank procedures and compliance expectations.
- Ensures borrower and loan data in core systems is complete and correct to support servicing and reporting.
- Maintains clear, auditable transaction and payoff records to support internal controls and downstream accuracy.
- Investigates service issues and complaints, identifies root causes, and implements corrective steps in coordination with appropriate areas.
- Partners with lending servicing, and operations colleagues to research and resolve payment and posting discrepancies.
Banking Representative, Contact Center
Wintrust Bank
Rosemont, Illinois
01.2008 - 10.2019
- Managed inbound contacts for banking inquiries, ensuring first-contact resolution to enhance customer satisfaction.
- Strengthened client relationships by effectively addressing inquiries and resolving problems, utilizing structured problem-solving for complex scenarios while maintaining accuracy and productivity.
- Executed daily contact center responsibilities with focus on quality, adherence to policies, and operational effectiveness.
Land Trust Operations
Great Lakes Bank
Blue Island, IL
11.2003 - 11.2007
- Coordinated preparation and presentation of land trust documentation (agreements, deeds, mortgages) for officer review, ensuring accuracy and compliance.
- Produced detailed file work-ups that facilitated fiduciary reporting and enhanced trust administration processes.
- Maintained organized trust files, ensuring audit readiness and supporting effective ongoing administration.
Education
Some College (No Degree) - Business Administration
South Suburban College of Cook County
South Holland, ILSkills
- Microsoft Word and Excel
- Effective communication
- Customer relationship management
- Payment processing
- Problem resolution
- Transaction auditing
Timeline
Specialist, Payment Group
Centier Bank
03.2020 - Current
Banking Representative, Contact Center
Wintrust Bank
01.2008 - 10.2019
Land Trust Operations
Great Lakes Bank
11.2003 - 11.2007
Some College (No Degree) - Business Administration
South Suburban College of Cook County