Service Representative Loan Processor

Amy Sienicki

Phoenix, AZ

602-***-**** / ***.********@*******.***

LEADERSHIP SUMMARY

Experienced, results-driven service representative with an extensive background in Mortgage Banking, title and closing, loan processing. In depth knowledge of managing vendors during their engagement life-cycle from on-boarding to disengaging.

KEY QUALIFICATIONS

●Relationship Manager

●Title Review

●Legal Contract Analysis

●Performance Reporting

●Escalation Mediation

●Remediation Plans

●Procedure Writing

●Third Party Oversight Experience

●Loan Closings

●Risk Evaluation

●Audit Reviews

●Coaching / Mentoring

Experience: 11/2012 to 1/2021- JPMorgan Chase Bank, N.A.

Mortgage Banking Title Vendor Manager

●Manages National Title & Settlement third party vendor relationships with the objective of meeting the needs of the line of business

●Oversee Attorney law firms to ensure the closing transactions meet expectations

●Facilitate and ensure fully executed Contract, Schedule(s) and/or Amendments are current with Sourcing

●Negotiate legal fees and contract obligations annually prior to contract renewal

●Manage providers’ performance against contractual obligations to make sure they meet service level agreements (SLAs)

●Reinforce monthly action plans for under performing vendors and provide coaching and training

●Attest, record, and mediate high level complaints made to vendors by customers

●Work closely with Legal, Compliance, Production Quality, Fee Management Team and National Closing to drive implementation of regulatory compliance, training, closing initiatives and communication

●Ensuring all risks are appropriately recognized and remediated and all internal and external needs are met to optimize the customer experience

●Mediate and resolve customer and third party escalations from vendors, sales, and operations

●Set, assess and manage expectations with the third party for business resiliency and disaster recovery to support Chase services.

●Initiate and complete disengagement process through timely notification to Third Party Oversight and execution of requirements

Experience: 7/2011- 8/2012 - JPMorgan Chase Bank N.A.

Mortgage Banking Executive Resolution Management - Team Lead

●Assist in researching and resolving highly escalated mortgage customer complaints

●Coach for call quality, system utilization and database entry

●Perform weekly file audits on resolved complaints and provide coaching when required

●Effectively handle and resolve all escalated issues

●Assist with training new employees

●Work closely with internal compliance officer in order to validate research and review department policies

●Assist in the distribution of workflow

●Achieve and maintain all department quality and service goals

●Support the Team Supervisor during their absence by assisting with daily responsibilities

●Work with all levels of Leadership throughout Mortgage Origination to ensure clear and concise communication

●Continuously met/exceeded all department goals

●Motivate and develop Team Analyst

●Managed to a 5-day turn around on all files ensuring constant communication with the customers while exceeding department expectations

Experience: 2/2009 – 7/2011 JPMorgan Chase Bank N.A.

Subordination Loan Processor

●Responsible for underwriting subordination requests for the retail lending business unit.

●Servicing incoming calls from customers, financial institutions and Chase employees requesting status or conditions on subordinations of mortgages.

●Review appraisals and credit packages to meet bank guidelines for approval or denial of the subordination.

●Mailing and clerical input associated with Equity Credit Operations.

●Training new hires within my department.

Experience 1999 - 2009 Arizona State Credit Union

Indirect/Direct Auto Lending Supervisor (1999 - 2009)

●Supervise the Credit Union Indirect and Direct Lending program.

●Audit loan files decisioned by my staff.

●Train all loan officers and loan processors to understand and follow Credit Union laws, regulations and policies.

●Process, underwrite and fund loans. Responsible for determining member’s credit worthiness.

●Built and maintained relationships with auto dealership personnel by conducting regular visits.

●Responsible for preparing and conducting annual staff reviews.

●Discuss and decision member’s auto loans with dealership finance managers.

●Responsible for building loan growth with over 150 auto dealers throughout Arizona.

●Mortgage processing. Ordering appraisals, opening escrow, ordering insurance binders, verifying flood certificates, and preparing loans for closing.

Education

●Completed over 2 semesters of general study coursework at community college

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