Customer Service Quality Assurance
Resume:
Jennifer Parks
Fairfield, California *****
**********@*****.***
http://www.linkedin.com/pub/jennifer-parks/31/b6b/204/
PROFESSIONAL
A successful mortgage professional with more than 15 years experience in the Mortgage and Real Estate
industry. Excellent customer service, leadership and organizational skills. Great decision making abilities
under pressure and results driven. Strive to achieve the highest levels of quality and performance while
balancing company profitability and customer satisfaction. Perceived as a highly positive, motivated and
committed team player with proven success coaching and mentoring associates. Proficient in Excel, Word,
power point, LP, DU, Zippy, and Outlook
• 5 Years Management/Sr. Management experience
• Quality Assurance/ Branch Audits
• Proficient in Purchase, Short sale, REO, CALHFA, FHA, VA, Conventional, RESPA, Co-Op,
Single close construction, quality, audit, recruiting, escrow hold back, Processing, Underwriting,
Closing and Funding
• Excellent customer service skills
EMPLOYMENT
Chase, San Ramon, CA 1998-2013
Sr. Closing Operations Manager (2012-Present)
Successfully built and managed the daily Closing Operations for a multi-trillion dollar corporation.
• Managed up to 40 employees including Closing Team Managers, Administrative Assistant, Team
Lead, Closers and Funders
• Reduced Closing error rate from 8% to less than 1%.
• Responsible for maintaining acceptable levels of performance in Federal and Regulatory
compliance, Customer Service, Quality Assurance, Weekly and Monthly Production goals
• Responsible for recruiting, interviewing, hiring and training Team Managers, Closers and
Administrative as well as coaching and corrective action
• Developed action plans for audits, file flow, policy writing, performance evaluations and corrective
action plans
• Developed, implemented and managed new procedures with Processing, Closing and Vendor
Management. Performed HUD audits
• Managed government insuring defects, tax shortages, insurance shortages and payoff shortages
Chase
Sr. Processing Operations Manager (2009-2012)
• Managed up to 50 employees including Processing Team Managers, Administrative Assistant, Team
Lead, Processors and Closers
• Analyzed pipeline reports, Reg B reports, flood insurance reports, P&L reports, production reports,
rate lock reports, and overtime reports
• Reduced Processing error rate from 18% to less than 3%
• Knowledge of FNMA, FHLMC and FHA guidelines
Page 2 Jenifer Parks
• Developed, implemented and managed new procedures with Processing and Closing
• Developed career plans and performance evaluations. Performed loan file audits
• Responsible for recruiting, interviewing, hiring and training Team Managers, Processors, Closers
and Administrative staff as well as coaching and corrective action
• Work closely with the Sales Team to improve purchase strategy, customer experience and increase
production. Worked closely with escalated Borrower requests.
Chase
Processing Team Manager (2008- 2009)
• Managed up to 12 employees including Processors and Closers
• Analyzed pipeline reports, Reg B reports, flood reports, P&L reports, production reports, rate lock
reports, extension cost reports and overtime reports
• Managed a pipeline up to 300 loans. Conventional, FHA, Purchase and Refinance
• Responsible for interviewing, hiring and training Team Managers, Processors, Closers and
Administrative staff as well as coaching and corrective action
• Worked Closely with Processors to train and review Chase Underwriting policies and procedures
• Knowledge of all policies, procedures and product guidelines
• Ranked as the number 1 Team Manager nationally for 3 consecutive months. Maintained in the top 5
thereafter
Chase
Sr. Loan Processor/Validator (1998- 2008)
• Maintained a commendable/exceptional rating on internal branch audits
• Performed branch compliance audits quarterly for 3 area branches
• Processed Conventional, FHA refinance and purchase loans, VA IRRL and purchase loans,
CALHFA, Co-Op, HELOC, Single Close Construction, New construction and Streamline products
• Maintained pipelines up to 90 loans and closed high volumes with no errors
• $500, 000 Underwriting lending authority
• Analyzed credit reports, pay stubs, 1040’s, W2, bank statements, appraisals, purchase contracts, pest
reports, HUD’s and rental agreements
EDUCATION
Chase Developmental Training
•
• •
RESPA phase I & II Business communication
• •
Coaching, corrective action and State and Federal Law
termination requirements
• •
HR management HUD 1 certified
• •
Bond loans HUD/GFE reconciliation
• •
Construction loans FHA Closing and Processing
• •
Fair Lending and Code of Conduct Anti Money laundering and Red
flags
Solano College- Fairfield, CA
Will C Wood High- Vacaville, CA
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