Summary
Overview
Work History
Education
Skills
Office Phone
Organizations
Timeline
Generic

Terri Cox

Columbus,Ohio

Summary

Results driven Operations Manager with over 19 years of experience and a passion for optimizing processes, enhancing efficiency, and leading high performing teams to deliver exceptional outcomes. My strong leadership skills and collaborative approach enable me to effectively manage teams and deliver results that exceed expectations.

Overview

20
20
years of professional experience

Work History

Mortgage Banking Operations Team Manager

JPMorgan Chase
01.2020 - Current
  • Coordinate and Direct the daily Operations of the Communications team
  • Provide leadership and support to the Communications team
  • Manage 200+ Loan Pipeline on File Management System, including Corporate Relocation business for fortune 500 Companies, Government agencies, and Third-Party Relocation Companies
  • Ensures team is following all policy and procedures per LOB/KYC/AML
  • Manages Time and Attendance of employees
  • Daily productivity reports regarding pipeline, cycle times, funded units and customer contact
  • Drive focus on Customer Satisfaction
  • Ensure team meets all Quality and Production Standards
  • Work with Sales, Underwriting and Closing partners to ensure customer experience is top notch, as well as maintain Salability to investors
  • Provide coaching and guidance for employees so they can improve their performance
  • Provide clear and honest feedback regarding strengths, opportunities, and areas for development.

Corporate Relocation – Client Care Specialist

JPMorgan Chase
01.2016 - 01.2019
  • Process, review and prepare retail mortgage loans under various loan programs in accordance with company and federal guidelines
  • Manage 40+ Loan Pipeline on File Management System, including Corporate Relocation business for fortune 500 Companies, Government agencies, and Third-Party Relocation Companies
  • Comply with all Safe Act regulations, as well as, company Policies and Procedures / KYC/AML
  • Reviews file for appropriate approvals, signatures and documentation requirements
  • Maintain knowledge of system functionality, loan products and procedures thru continuous education and training
  • Strong customer focus with proficiencies in advising customers, explaining process flow, providing information, and managing difficult situations
  • Continuously meet Quality and Production Standards
  • Extensive Customer Contact including telephone, written and resolution of escalated issues
  • Work with Sales, Underwriting and Closing partners to ensure customer experience is top notch, as well as maintain Salability to investors
  • Ability to multi-task; type while listening, work in fast paced/high volume environment, while handling multiple issues simultaneously
  • Maintain exceptional Customer Satisfaction Ratings.

Client Care Specialist – Purchase

JPMorgan Chase
01.2008 - 01.2016
  • Strong customer focus with proficiencies in advising customers, explaining process flow, providing information, and managing difficult situations
  • Manage 70+ Loan Pipeline on Mortgage Express Platform
  • Comply with all Safe Act regulations, as well as, Chase Mortgage Policies and Procedures
  • Reviews file for appropriate approvals, signatures and documentation requirements
  • Maintain knowledge of system functionality, loan products and procedures thru continuous education and training
  • Continuously meet Quality and Production Standards
  • Extensive Customer Contact including written and resolution of escalated issues
  • Work with Sales, Underwriting and Closing partners to ensure customer experience is top notch, as well as maintain Salability to investors
  • Ability to multi-task; work in fast paced/high volume environment, while handling multiple issues simultaneously
  • Maintain exceptional Customer Satisfaction Ratings.

Risk Operations Analyst III

JPMorgan Chase
01.2006 - 01.2008
  • Prevent losses resulting from high risk and fraudulent monetary and non-monetary transactions
  • Takes proactive measures to prevent losses through performing investigations, placing deposit holds, returning checks, restricting accounts, analyzing suspicious account activity and properly reporting and categorizing activity that has created loss exposure
  • Responsible for collection efforts and timely adjustments to resolve claims received from other banking institutions and negotiated at Chase
  • Track statistical information and create spreadsheets
  • Review various documents for validity to determine if compliance requirements are met and perform follow up as needed
  • Operate multiple operating systems efficiently
  • Comply with all Federal, State, and LOB compliance policies
  • Maintain schedules and deadlines
  • Make approval and decline decisions for accounts based on the information provided by the customer and the banking center
  • Strong understanding of bank documents, customer transactions and account history.

Loan Processing Specialist-Defaults

OSI Education Services
01.2005 - 01.2006
  • Manage monthly pipeline report
  • Request and analyze all documents to determine if loans qualify for rehabilitation
  • Send and receive all rehabilitation documents and make approval and denial decisions based on information obtained
  • Document all accounts quickly and accurately ensuring accuracy
  • Complete follow up actions
  • Negotiate proper solutions to consumers to include engaging in mutual problem solving
  • Identify the extent of the delinquency and any additional information required to resolve the account
  • Secure or request financial data/ Calculate income
  • Complete daily, End of Month reports
  • Submit accounts to client for funding once all rehabilitation requirements have been met
  • Track all accounts through funding to the client.

Loan Processing Specialist

Great Lakes Higher Education
01.2004 - 01.2005
  • Collect and compile data on perspective customers while utilizing various databases and accounting software system
  • Maintain records on current customer base and update account status
  • Manage monthly pipeline
  • Day-to-day correspondence via telephone, email, and fax relating to A / R and A / P
  • Post journal entries to specific accounts
  • Register Loan onto loan operating system
  • Review all documents for accuracy and completeness
  • Preparation of reports and spreadsheets using Excel
  • Obtain and review required documents for validity and submission.

Education

Associate Arts Degree in Paralegal, Business Communication, Accounting/Business Math, All Law Courses -

Columbus State Community College
Columbus, Ohio

Skills

  • Excel
  • PowerPoint
  • Credit Report Review
  • Microsoft Office Suite
  • Operational Efficiency
  • Deadline Management
  • Staff Development
  • Teamwork and Collaboration
  • Decision-Making
  • Customer Service Management
  • Relationship Building

Office Phone

614-422-2707

Organizations

  • Women on the Move
  • BOLD – Black Organization for Leadership Development
  • JetPack 2023 Cohort

Timeline

Mortgage Banking Operations Team Manager

JPMorgan Chase
01.2020 - Current

Corporate Relocation – Client Care Specialist

JPMorgan Chase
01.2016 - 01.2019

Client Care Specialist – Purchase

JPMorgan Chase
01.2008 - 01.2016

Risk Operations Analyst III

JPMorgan Chase
01.2006 - 01.2008

Loan Processing Specialist-Defaults

OSI Education Services
01.2005 - 01.2006

Loan Processing Specialist

Great Lakes Higher Education
01.2004 - 01.2005

Associate Arts Degree in Paralegal, Business Communication, Accounting/Business Math, All Law Courses -

Columbus State Community College

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