Customer Service Expert

Jenny Baker

*******************@*****.*** • +1-404-***-**** • Bremen, GA

SUMMARY

Solution-driven mortgage banking professional with 20+ years of experience in loan origination, compliance, and team leadership. Proven track record of exceeding performance targets, improving operational processes, and fostering positive team culture. Adept at managing high-volume pipelines, navigating complex regulations, and delivering exceptional client service. Universally certified for NMLS. Authorized to work in the US for any employer. EXPERIENCE

U.S. Small Business Administration, Team Lead – SBA Loan Specialist Jan 2023 - Present

Lead a high-performing team managing delinquent COVID-19 relief loans backed by the SBA. Reviewed loan files for compliance, assessed creditworthiness, and identified fraud. Coordinated with borrowers and routed cases to appropriate departments for resolution. Provided payment solutions and support to business owners to bring accounts current. Collected and analyzed corporate financial documentation to prevent loan default. Prepared uncollectable loans for charge-off across multiple government systems. Conducted final quality control reviews to ensure documentation accuracy. Demonstrated cross-functional expertise and multitasked across operational areas. MDE Home Loans, Executive Mortgage Advisor

Feb 2021 - Jul 2022

Ensured compliance with banking regulations and company policies. Supported high-volume producer by managing team and loan statuses. Reviewed borrower documentation and mortgage applications for accuracy. Collaborated with processing and underwriting teams to meet closing deadlines. Improved quality results through process evaluation and redesign. Resolved customer issues and complaints based on feedback. Acopia Home Loans, Mortgage Loan Advisor

May 2019 - Mar 2021

Consulted on loans for 1000+ clients, generating $19M+ in annual revenue. Maintained a 97% customer service score through personalized support. Achieved a 90% closing ratio by executing deals within required timeframes. Researched market conditions to tailor loan packages to client needs. Silverton Mortgage, Senior Mortgage Consultant

Apr 2014 - Apr 2019

Originated loans for 1500+ clients annually.

Earned Gold Award in 2015 for $14M+ in funded volume. Worked closely with processing and underwriting to ensure timely closings. BB&T, Mortgage Loan Officer

Mar 2011 - Feb 2014

Reviewed loan applications and guided clients through residential loan execution. Identified application issues and ensured underwriting compliance. Cross-sold bank products to expand client base and revenue. Douglas County Bank, Mortgage Manager

Aug 2003 - Mar 2011

• Managed full mortgage process, ensuring compliance with Fannie, Freddie, FHA, VA, USDA guidelines, and delivering positive customer experiences.

• Processed and underwrote 50+ files monthly with a 97% conversion rate, enhancing operational efficiency and accuracy.

• Audited 500+ mortgage files for fraud prevention, maintaining high standards of compliance and risk management.

• Managed a portfolio of delinquent loans, ensuring compliance with RESPA, FDCPA, GLBA, OCC, CFPB, SCRA regulations, and successfully reduced default rates by ##% through proactive borrower engagement and resolution strategies. Jenny Baker - page 1 of 2

EDUCATION

Georgia Military College

Associate • Business Administration

SKILLS

Operations Management • Auditing • Client Services • Mortgage Lending • Business Development • Strategic Planning • Training & Development • Vendor Relations • Reporting & Analysis • Revenue Growth Jenny Baker - page 2 of 2

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