Jillian Hamm Email & Phone Number

• Project Management: Maintains relationships with third party vendors and multiple Business Units including Mortgage Compliance, Mortgage Operations and Knowledge Management to identify opportunities to create, maintain, and improve industry documents, procedures, and Business unit procedures in order to reduce regulatory defects and improve user experience. • Product System Testing: Partner with Mortgage Technology to complete LOS system upgrade and new Mortgage Encompass product development testing in order to validate regulatory documents are compliant and reducing limitations or errors by 60% prior to rollout. • Communications: Creates company communications notifying business units of any system or procedural updates or enhancements. • Vendor Management: Engages in building and maintaining healthy relationships with vendors allowing the credit union to reduce risk, mitigate costs and improved customer experiences.

San Antonio, Texas Metropolitan Area

Review member data to assemble, and subsequently analyze, loan files for purposes of determining credit worthiness and value of available collateral. Analyze credit, income, and asset data to arrive at valid loan-to-value and debt-to-Income ratios. Guide members through the real estate loan application process by creating communication plans defined by transparency and reciprocal respect. Serve as a liaison between vested stakeholders.• Quality Control: Ensure all project specifications delivered are compliant and meet the quality standards set out for each project. Execute daily audits to ensure productivity metrics are attained while maintaining compliance with internal, local, state, and federal guidelines. Cure identified internal and external QC defects for loan applications, ensuring salability to investors.• Pipeline Planning and Forecasting: Analyze trends and develop strategic plans for both short and long-term work pipelines, taking into account local and national real estate trends, fluctuations in available capital, and interest rates. • Leadership / Team Building: Recognized as SME for preparing peers to embrace best practices, acquire job process knowledge, overcome obstacles, and resolve conflict(s). Collaborate with internal partners to assist with defining and developing individual mortgage roles and streamlining the end-to-end mortgage process. Provide timely feedback on efficacy of processes and track projects from inception to closure. • Stakeholder Support: Partner with internal and third-party vendors to collaborate on the escalation and resolution of outstanding loan components.• Production: Routinely exceed expectations for quality assurance standards and loans processed, earning consistent bonus payments.

• Assisted members with navigation of the real estate loan application process. Created communication content that thoroughly described roles, responsibilities, and timelines, alleviating time lost from miscommunication. Supervised each phase of loan development planning, scheduling, staffing requirements, and resource allocation. • Customer Relationship Management: Cultivated and honed customer service skill sets predicated on knowledge of processes, development of strong business relationships, and the ability to gain customer confidence. Worked closely with customers to ensure their expectations were met or exceeded.• Leadership: Facilitated weekly staff meetings credited with improving employee best practices relating to time management, soft skills, and customer satisfaction. Additional outcomes included improved production metrics and customer service scores.• Human Resources Support: Audited and documented employee performance measurements and employee feedback to facilitate creation of end-of-year evaluations.• Quality Assurance: Compiled data and ran audit reports ensuring outcomes fell within local, state, and federal guidelines.• Awards & Acknowledgements: Consistently exceeded USAA’s expectations for:o Customer Satisfaction by 5-20%o Achieving Closing Date Targets by 10-20%o And, attained QA averages of 97.5%

• Generated multiple Marketing initiatives increasing community occupancy up to 97 percent• Managed all community Social Media sites and online Marketing strategies• Facilitated new employee training on all aspects of business • Executed background checks and administrative processing duties

Bachelor Of Arts - Ba, Business, Management, Marketing, And Related Support Services

Graduation date December 2019

Associate'S Degree, Business Administration And Management, General