Operations & Compliance Specialist Mortgage Services / Client Experie

Cindy Rodriguez

Saint Johns, FL • 516-***-**** • *********@*****.*** • LinkedIn Profile

Operations & Compliance Specialist– Mortgage Services / Client Experience/ Workflow Optimization

PROFILE

Results-oriented professional with extensive experience in mortgage operations, client care, and loan processing while

consistently delivering high-quality outcomes in fast-paced financial environments. Proficient in supervising high-volume

mortgage pipelines, coordinating with cross-functional teams, and monitoring documentation to ensure timely closings, reduce

delays and maintain compliance. Track record of building client relationships, resolving borrower issues, and providing consistent

communication to enhance customer satisfaction, and support retention. Demonstrated success in preparing, reviewing,

and submitting loan files, verifying documentation, and addressing underwriting conditions and improving onboarding speed.

KEY SKILLS

Mortgage Operations Loan Processing Mortgage Pipeline Management Loan Documentation Review Regulatory

Compliance Client Relationship Management Borrower Communication Customer Requirements Assessment Client

Support Cross-Functional Collaboration Workflow Optimization Process Gap Identification Standard Operating Procedures

Risk Mitigation Quality Assurance Team Collaboration & Support Task Prioritization & Multitasking Change Management

Performance Monitoring Operational Efficiency & Excellence Process Advancement Stakeholder Engagement

PROFESSIONAL EXPERIENCE

Client Care Specialist JPMorgan Chase, Jacksonville, FL May 2021 – Present

Pipeline Management & Loan Operations

§ Managed to refinance and purchase transactions by monitoring file progress through each stage of the loan cycle, escalating

inefficiencies, and ensuring timely submission of documentation as per schedule to support consistent funding timelines.

§ Reviewed and analyzed loan documents, credit reports, income statements, and appraisal summaries by identifying

discrepancies, calculating qualifying ratios, and flagging inconsistent data to underwriters to maintain loan quality.

§ Maintained strict adherence to underwriting policies by staying updated on Chase, FHA, VA, and investor-specific regulations,

reviewing changes in lending policies, and applying best practices to meet institutional and regulatory standards for all loans.

Client Experience & Stakeholder Coordination

§ Built and maintained strong client relationships throughout the loan process by initiating proactive outreach, delivering

personalized updates during each transaction phase, and addressing concerns to reduce drop-offs and strengthen client satisfaction.

§ Coordinated with settlement agents, title companies, and closing attorneys by confirming critical dates, verifying wire and

disbursement instructions, and resolving discrepancies in documentation or signatures to ensure timely and error-free closings.

§ Conducted closing confirmation calls with borrowers by reviewing key details, such as loan amounts, funding schedules, and

next steps, ensuring proper transition to post-closing while reinforcing the client’s confidence in the process.

Compliance & Process Improvement

§ Maintained compliance with federal regulations and Chase internal audit requirements by applying knowledge of TRID,

RESPA, and ECOA guidelines, flagging high-risk anomalies, and ensuring proper documentation trails for regulatory review.

§ Contributed to ongoing process improvement initiatives by identifying recurring file delays or communication gaps, sharing

suggestions with team leads, and helping refine SOPs to improve workflow consistency and customer turnaround time.

Associate Banker JPMorgan Chase, Jacksonville, FL Sep 2012 – May 2021

Branch Operations & Sales Enablement

§ Promoted the use of Chase’s self-service tools and digital platforms by offering live demonstrations of online banking features,

educating clients on mobile app navigation, and assisting with digital enrollment to reduce branch dependency.

§ Supported licensed bankers in achieving branch sales objectives by actively engaging clients in consultative conversations,

analyzing related financial needs, and generating highly qualified internal referrals through structured discovery techniques.

§ Ensured branch-level operational accuracy and audit preparedness by adhering strictly to JPMorgan Chase’s compliance

protocols, documenting all service activities, and implementing security procedures to protect sensitive client information.

§ Acted as Manager on Duty during the branch manager’s absence, including overseeing daily branch operations, supervising

frontline staff, handling customer escalations, ensuring adherence to banking protocols, and maintaining a high standard of service.

Client Experience & Relationship Development

§ Greeted clients and served as the first point of contact in the branch by providing a welcoming experience, analyzing financial

service needs, and directing clients to the appropriate solution or team member to ensure prompt and accurate service delivery.

§ Opened new accounts and guided clients through account selection by reviewing eligibility requirements.

§ Assisted clients with transaction-related services, such as deposits, withdrawals, fund transfers, and cashier's checks.

Risk Management & Cross-Functional Collaboration

§ Maintained strict adherence to bank policies, regulatory standards, and privacy requirements by completing all transactions

by AML, KYC, and CIP guidelines, enabling proper client identification, and reducing exposure to compliance violations.

§ Contributed to branch readiness by participating in internal control reviews, maintaining accurate documentation for all account

servicing activities, and supporting the branch manager during audit preparations and compliance assessments.

EDUCATION

Master of Business Administration Strayer University, Washington, DC 2007

Bachelor of Business Administration Campbell University, Buies Creek, NC

CERTIFICATIONS & COURSES

Pathstream Project Management Certificate

Louisiana State University Courses: Thinking & Acting Like a Manager Enhancing Employee Performance Positive Conflict

Resolution Personality & Leadership How to Build Effective Teams Motivating Your Team Thinking Like a Manager

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