Administrative Assistant Customer Experience

EMMA ALRICHE

Saches, TX 469-***-**** adzspv@r.postjobfree.com

Professional Summary

Seasoned Lending Manager and Escalations Supervisor with extensive experience in interviewing/hiring associates, managing cross-functional projects, establishing monthly forecasts, identifying negative trends, and creating solutions. Substantial experience in developing training programs, increasing production volume, using insights to make informed judgements, supervising multi- disciplinary teams, and providing actionable recommendations. Continually exceeds expectations by building strong relationships and works well with people at all levels of the organization including stakeholders, staff, and clients. Skills

• Analyzing Large Amounts of Information

• Identifying Negative Trends & Creating Solutions

• Providing Actionable Recommendations

• Using Data & Insights to Make Informed Judgements

• Managing Cross-Functional Projects

• Conventional, HARP, & FHA Mortgage Products

• Interviewing, Hiring, & Training Associates

• Establishing & Monitoring Monthly Forecasts

• Strategically Increasing Production Volume

• Developed & Implemented Training Programs

• Supervising Multi-Disciplinary Teams

• VA IRRRL & FHA Stream

Work History

Manager – PennyMac Wholesale Lending 02/2021 to 03/2022

• Continuously recruited, interviewed, hired, and trained employees for positions according to specific business needs.

• Provided support for escalated problem resolution and managed a mortgage operations staff of 8 to 10 individuals.

• Identified negative trends associated with key areas such as compliance, loan quality, and solution creation activities.

• Collaborated with Learning and Development teams to determine training needs aimed at increasing production volume.

• Continuously established and monitored monthly forecasting reports and score cards to ensure goals were on target. Home Lending Escalations Supervisor – JP Morgan Chase Home Finance, LLC – Plano, TX 05/2018 to 01/2021

• Spearheaded various HR processes including recruiting, onboarding, exit processing, and payroll related administration.

• Continuously trained a team of escalation specialists to manage customer complaints and improve customer experience.

• Coached, trained, mentored, and recognized employees in order to drive continuous performance improvement tasks.

• Delivered data and trends for monthly business reviews and maintained records of staff attendance according to policies.

• Challenged associates with clear and attainable goals and consistently provided performance feedback through coaching. Customer Experience Team Lead – JP Morgan Chase Home Finance, LLC – Lewisville, TX 10/2016 to 05/2018

• Successfully provided tools and guidance for processors to de-escalate customer concerns and deliver high-class service.

• Collaborated with Legal and Compliance teams to ensure quality control as well as to implement policies/guidelines.

• Developed, implemented, and delivered training to 120+ employees with emphasis on improving customer experience.

• Managed large projects along with collaborating with cross-functional teams to establish organizational strategies.

• Analyzed all information/data in an efficient manner to reduce complexity and implement actionable improvements. Home Equity Processing Team Lead – JP Morgan Chase Home Finance, LLC – Milwaukee, WI 05/2016 to 10/2016

• Attended re-occurring leadership meetings, provide team progress updates, and shared best practices with associates.

• Strategically acted as temporary team supervisor when the primary supervisor was absent as assigned by management.

• Aided team supervisors with managing team members by processing tasks for vacant members and resolving issues.

• Consistently investigated and resolved various customer inquiries and complaints in a timely and empathetic manner.

• Efficiently made recommendations regarding ways to improve the institution and provide the best customer experience. Home Equity Loan Processor – JP Morgan Chase Home Finance, LLC – Milwaukee, WI 09/2014 to 05/2016

• Managed pipelines of 50+ applications and delivered exceptional service to customers through the application process.

• Provided insights to team leadership on best practices and improvements and resolved customer questions/issues.

• Served as the single point of contact while processing applications including title, income verification, and appraisal.

• Obtained any necessary information, reviewed initial loan applications, and supported the documentation provided.

• Communicated with internal staff and loan originators during handoff activities and worked closely with title companies. Mortgage Loan Originator – JP Morgan Chase Home Finance, LLC – Jacksonville, FL 04/2012 to 08/2014

• Collaborating with the sales and underwriting teams to provide a seamless application process for Chase customers.

• Strategically established new mortgages for customers by reviewing customers' income and insurance documents.

• Continuously originated and evaluated mortgage loans according to established company guidelines and standards.

• Met with mortgage loan borrowers on the phone and in person and guided customers through the entire loan process.

• Submitted/monitored the status of applications and maintained relationships with customers by keeping them informed. Other Work History

Human Resources Administrative Assistant – Dressbarn – 2009 to 2011 Health & Safety Administrative Assistant – Barr Pharmaceutical – 2006 to 2008 Training Experience

• Home Lending Leadership Program – JP Chase Home Finance, LLC

• Leadership Edge Course – JP Chase Home Finance, LLC

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