Jillian Smith Email & Phone Number

Seattle, Washington, United States

Seattle, Washington, United States

- Grew HELOC portfolio by additional $40M+ by leading expansion into 6 additional states- Ensured state-specific regulatory compliance by coordinating third party lawyers and document vendors to launch HELOC by deadline- Created internal process to follow the Home Mortgage Disclosure Act to accurately capture and report data- Launched Multi-State HELOC Quality Control Process and achieved zero audit findings by updating and enhancing quality control review process on $100M+ HELOC portfolio- Proposed standardized procedures to the leadership team by analyzingexisting HELOC processes and finding in efficiencies - As a Retail Operations Liaison, I provided Level 3 Support for retail owned programs as primary channel of communication for Branch and back office departments- Partnered with stakeholders on projects and initiatives to ensure proper change management was applied during planning, vendor selection, implementation and post go-live- Reduced credit card delivery time from 5-7 days to instant-issue by launching new systems and hardware; coordinated with cross-functional stakeholders, bank vendors and branch staff

Seattle, Washington, United States

- Led the Mortgage Servicing team and Secondary Market Sales- Led, developed and retained talent of 6 direct reports- Onboarded Sr. Manager role by conducting knowledge transfer and trainingfor all departmental procedures- Ensured regulatory compliance of 200+ procedures by creating Service Level Agreements, process tracking and system reviews- Created monthly reporting for $100M+ in loan participation sales for month end processing and remittance- Built Third Party Loan Origination Program- Tripled monthly active loan sales by growing the partner portfolio from 3 to 13; onboarding 10 new vendors- Enabled $20M active monthly loan sales by monitoring and maintaining third-party loan pipeline

Lynnwood, Washington, United States

Advanced through Wells Fargo levels from Teller to Team Lead to PersonalBanker- Consistently achieved top customer service rating in Washington state,averaging 100% monthly NPS (Net Promoter Score) rating- Managed customer portfolio of $5M+; deepened customer relationships through personal service and additional product o fferings- Selected as lead employee for passing internal and external audits and exams due to exceptional performance- Fostered team growth by providing coaching, facilitating role-play exercises, assessing customer interactions, o ffering constructive feedback, and conducting knowledge assessments