Jessica Farley
Issues Management Analyst
Meadville,PA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building, and customer service skills. Proven track record of implementing positive changes to drive company success. Specializing in training, monitoring, and morale-building techniques to enhance employee engagement and performance. Recognized as an accomplished Subject Matter Expert for creating positive work environments where employees thrive. Skilled Issue Management Analyst proficient in budget review, reporting, and research, with a financially-savvy and organized approach. Experienced in assisting business leaders in understanding all aspects of operations.
Overview
10
10
years of professional experience
Work History
Issues Management Analyst
Cenlar FSB
Yardley , PA
03.2023 - Current
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
Issues Management Analyst
SourcePoint Mortgage
Palm Bay, Florida
01.2022 - 03.2023
- Maintained professionality and efficiency while working closely with leadership.
- Enhanced leadership abilities through training and hands-on task completion.
- Supported staff training, development and evaluation.
- Completed special projects under manager guidance.
- Communicated status of assigned responsibilities to management.
- Supported client with financial analysis, budget management and operational cost control.
- Assisted with projects and responsibilities to foster relationships with internal departments.
- Researched and responded to customer and vendor inquiries.
- Researched, identified and contacted potential business partners.
- Liaised between committees and remote facilities, delivering senior leadership decisions and reporting on individual branch performance metrics.
- Participated in developing control system plans, incorporating human resource considerations and ongoing management frameworks to maximize efficiency.
- Drafted holistic performance reviews of employees, illustrating strengths and weaknesses to inform future promotions or remedial actions.
- Developed comprehensive reports, providing valuable insights into business performance and aiding in strategic planning efforts.
- Evaluated current processes to develop improvement plans.
Senior Modified SPOC
Digital Risk LLC
Palm Bay, Florida
08.2020 - 08.2021
- Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
- Managed portfolio to control overall mix of accounts and exposures.
- Worked with customers to put together plans focused on retaining property ownership.
- Contacted borrowers to assess reasons for default, individual intents and options for resolving issues.
- Achieved client vision and objectives through effective strategy development and execution in coordination with management teams.
Customer Service Manager
AVI Foodsystems Inc.
Meadville, Pennsylvania
01.2020 - 07.2020
- Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
- Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
- Automated contact management system to maintain efficient client organization.
- Developed open and professional relationships with team members, enabling better, more effective customer service.
- Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
- Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
- Assessed departmental operations to determine areas for customer service improvement and support.
- Reduced amount of employee overtime [80]% by effectively delegating tasks.
Universal Banker
ONE Federal Credit Union
Meadville, Pennsylvania
09.2017 - 10.2018
- Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
- Maintained cash drawer by following exact procedures for transactions and strong security protocols.
- Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each.
- Completed routine teller tasks with high accuracy, including transfers, deposits and bill payments.
- Sold, upsold and cross-sold products to bank customers to achieve revenue targets.
- Helped customers understand and use technical tools such as mobile applications and online banking.
- Verified amounts and integrity of every check or funds transfer.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Cultivated positive relationships with key stakeholders and decision-makers as part of successful business practices.
- Put together and executed loan documents.
- Built positive relationships with realtors to produce client referrals.
- Managed total investment portfolio worth in excess of $200,00.00.
- Advised customers on bank products, services and financial planning options.
- Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
- Reviewed accounts for signs of fraud and turned over details to law enforcement officials.
- Modified, opened and closed customer accounts.
- Completed loan servicing procedures to assess compliance with bank and regulatory terms and conditions.
- Met with new clients and completed pre-qualification procedures.
Collections Specialist
BSI Financial ServicesInc
Titusville, Pennsylvania
04.2015 - 08.2017
- Recorded information about customers' financial status and collections status efforts.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Met demands of busy collections group by performing high volume of daily calls.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Located debtors by utilizing skip tracking and other strategies.
- Marketed delinquent mortgage notes to potential investors and negotiated to receive highest bids.
- Processed payments over phone and set up recurring drafts.
- Received payment and posted to appropriate customer accounts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Prepared packages containing all pertinent documentation for collections accounts.
- Reviewed accounts to determine payment plan compliance.
- Executed affidavits, modifications and forbearance agreements for official court proceedings.
- Gave clients comprehensive packages containing all key information, including demand letter and loan authorization.
Education
High School Diploma -
Westfield Academy And Central School
Westfield, NY06.1997
Skills
Experience with systems integration and automation
Contract creation and oversight
Organizational time strategies
Collaborative networking abilities
Strategic decision-making
Collaborative team development
Effective team leadership
Comprehensive documentation skills
Project coordination
Business requirements analysis
Client relations
Operational mapping
Timeline
Issues Management Analyst
Cenlar FSB
03.2023 - Current
Issues Management Analyst
SourcePoint Mortgage
01.2022 - 03.2023
Senior Modified SPOC
Digital Risk LLC
08.2020 - 08.2021
Customer Service Manager
AVI Foodsystems Inc.
01.2020 - 07.2020
Universal Banker
ONE Federal Credit Union
09.2017 - 10.2018
Collections Specialist
BSI Financial ServicesInc
04.2015 - 08.2017
High School Diploma -
Westfield Academy And Central School
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