Jennifer Borroughs-Chrispin

Experience

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  PHH Mortgage

  Jun 2003 - Apr 2014

  Managed pilot project HARP/HASP team in Jacksonville location with 12 team players per team maintaining above satisfactory service and top closing numbers monthlyResponsible for new product roll-out starting with conception, training, building process flow and on-boarding of newly hired team players to accommodate the new source while maintaining a 97% satisfactory customer service reviewResponsible for managing mortgage loan staff of 8-13 team players for Portfolio Business and Private Label Companies such as Merrill Lynch and Morgan StanleyProvided exemplary assistance to high performing mortgage advisors and assigned daily tasks as requiredConducted weekly meetings to review performance numbers and coach team players as well as managing daily tasks for production teamPrepared reports and updates for Senior Leadership Handle all other mortgage related tasks as required such as escalations, inquiries Show less - Six weeks extensive training for new and returning employees:COOP and Condo TrainingTexas Cash Out TrainingNew York CEMA TrainingPricing TrainingMortgage ProductsIndividual Business Source Cultural Training- Managing and facilitating the relationship between different clients and our company.- 5 month training course in Bannockburn, IL to train new employees for the Morgan Stanley Business Source which entailed:System TrainingProduct GuidelinesEstablishing Mentor ProgramWorked closely with the Production and Sales Senior Leadership Team on processes and procedures Show less

  • Operations Supervisor

    Mar 2013 - Apr 2014

  • Learning And Development Specialist

    Apr 2011 - Mar 2013

  • Senior Loan Processor

    Jun 2003 - Apr 2011
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  Black Knight Financial Services

  Aug 2014 - May 2017

  Worked with internal and external resources for management of BKFS and RealEC clientsTrained on implementations of systems and process updates related to integration initiativesAnalyzed and executed training needs and delivery request for clientsSpeaker for various conferences delivering presentations and product support for potential and existing clientsDeveloped and maintained relationships with key individuals at multiple levels within lender client organizationsProvided support/training onsite for product implementationsProvided detailed training on specific learning activities for Invoice Management, Process Management, Exchange, Closing Insight and EmpowerAssisted with coordination and delivery of certification programs for client training Show less

  • Product-Process Trainer IV. Client Services

    Jan 2015 - May 2017

  • Corporate Account Manager

    Aug 2014 - Dec 2014
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  Ally

  Jan 2018 - Nov 2019

  Operations Team Lead

  Provide daily direction and communication to employees to ensure administrative tasks and functions are performed efficientlyExtensive knowledge and expertise in multiple processes/functions; able to navigate across the organization to find solutionsMonitor operational metrics, observe trends and make process improvement recommendations. Work in tandem with the Business Process Excellence (BPE) team on process improvement projects (collect & analyze dataEstablish practice and processes that support departmental standards, site and company policies, procedures, standards and strategic goals/directivesKeep current with new organizational developments affecting the ability to provide low-effort customer account servicing and adherence to company policies by reviewing daily/weekly/monthly e-mail communications/alerts. Effectively and accurately communicates changes/impacts to subordinate staffParticipate in workforce management; involved in employee scheduling, internal employee rotations/cross-training efforts, and performance management Show less

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  SoFi

  Nov 2019 - now

  Associate Manager

  Key Responsibilities:Team Leadership & Development:Independently manage a team of 15-17 loan reviewers.Coach, mentor, and develop team members in loan processing and customer interactions (phone & email).Serve as a second-tier escalation point for customer issues and complex cases.Hire, train, and onboard new loan reviewers while ensuring high engagement and retention.Communication & Collaboration:Ensure team members are aligned with company policies, goals, and best practices.Partner with internal stakeholders to enhance processes, improve customer experience, and address operational inefficiencies.Act as a key communicator between leadership and team members, ensuring transparency and clarity.Performance & Process Optimization:Monitor and evaluate team performance using scorecard metrics, coaching for continuous improvement.Identify and recommend solutions for process inefficiencies, system issues, and operational roadblocks.Ensure compliance with procedures while maintaining a member-first approach to service. Show less