Kristina May
Operations Mortgage Banking Service Manager i Associate @JPMorganChase
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WORK HISTORY
Operations Mortgage Banking Service Manager i Associate @JPMorganChase
Columbus, OH, US
Manage the daily operations of the Chase Quotes Exceptions processing team, while providing guidance and oversight for various departmental process improvements resulting in cost effective savings for the firm (7K quotes processed monthly)• Controlled, directed, and managed the daily operations of 51 direct employees and 32 indirect employees domestically and in Manila, Philippines. Operations include eight separate departments performing payment reconciliation, payment adjustments, payment statements, and payment escalations, customer complaint reconciliation. Enhanced processes and transitioned teams to new management.• Process Improvement and strategic planning to bring all payoff quotes produced by attorney firms in-house for production, reducing operating losses ($1.2M/annual savings)• Strategic planning to fully execute the globalization of 8 FTE to Manila in 45 days ($400K/annual savings)• Tracking, execution, and oversight of enhancing a manual process to move to an automated process, reducing the risk of processing errors ($120K/annual savings)• Provides consistent feedback and guidance to management and peers for customer satisfaction driven solutions• Continuous partnership with legal, risk, and compliance to ensure that federal and state regulations are adhered to and met in a timely and efficient manner• Prepare and maintain presentations, proposals, and coordination of various deliverables to ensure their timely delivery and flawless execution
SKILLS
ABOUT KRISTINA MAY
Possesses a keen understanding of operational business needs, with a strong understanding of the processes and responsibilities of all those involved in the business workflow. Responsible for coordinating and handling a pipeline of multiple initiatives by ensuring program deadlines are met; while interacting with various levels of management within the business.
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