Summary
Overview
Work History
Education
Skills
Timeline
Generic

JHATNNA REYNOSO

Phoenix

Summary

Key strengths in effectively managing and training teams, building solid client relationship and implementing strategies that improve bottoms line results.

Overview

11
11
years of professional experience

Work History

Account Specialist IV

JPMorgan Chase
11.2022 - Current
  • Utilizing multiple systems to collect and analyze data for building terminal software.
  • Verify merchant billing and adjust as necessary to maintain accuracy and compliance with financial regulations.
  • Collaborate with managers to execute projects, demonstrating strong teamwork and projects management skills.
  • Consistently exceed monthly goals, demonstrating strong performance and excellence.
  • Resolve cases for multiple platforms and multiple processes within AMS.

CLIENT CARE SPECIALIST II

JPMorgan Chase
12.2020 - 11.2022
  • Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
  • Handled any conditions sent from underwriting departments.
  • Coordinated closing process with attorneys, title companies.
  • Upheld complete confidentiality of all submitted information according to release guidelines
  • Prepared documents for underwriting by verifying client income, credit reports and other information.
  • Maintained long-term relationships with customers to provide best-in-class customer service

BILINGUAL QUALITY ASSURANCE ANALYST III

Cenlar FSB
01.2017 - 12.2020
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Monitor over 45 Inbound and Outbound calls per day.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Work closely with managers in order to ensure department is adhering to all polices and procedures; work in conjunction with other departmental managers and operations supervisors


Mortgage Specialist (Bilingual) III

Cenlar FSB
04.2016 - 01.2017
  • Investigate and resolve customer's inquiries and complaints in a timely empathetic manner.
  • Completed and updated customer's escrow account, tax lines and insurance lines.
  • Part of A designated team High Profile clients.
  • Assisted both Spanish and English speaking customers with the servicing of their mortgages.
  • Handled FHA|VA loans.

Tier II Specialist

Xerox Corporation
12.2014 - 04.2016
  • Provides guidance, training and assistance to staff.
  • Supervised up to 25 agents in a high volume call center environment.
  • Works with supervisor to develop action plans for staff.
  • Provides direct feedback to staff.
  • Developed new process for employee evaluation which resulted in marked performance improvements.

Education

High School Diploma - undefined

Marcos De Niza High School
Tempe, AZ

Skills

  • Strong verbal communication
  • Self-motivated
  • Teamwork / Collaboration
  • Bilingual in Spanish
  • Creative problem solver
  • Extremely organized

Timeline

Account Specialist IV

JPMorgan Chase
11.2022 - Current

CLIENT CARE SPECIALIST II

JPMorgan Chase
12.2020 - 11.2022

BILINGUAL QUALITY ASSURANCE ANALYST III

Cenlar FSB
01.2017 - 12.2020

Mortgage Specialist (Bilingual) III

Cenlar FSB
04.2016 - 01.2017

Tier II Specialist

Xerox Corporation
12.2014 - 04.2016

High School Diploma - undefined

Marcos De Niza High School

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