JACE WILSON
Toronto,Canada
Summary
- Strong customer service skills, able to establish immediate trust and confidence
- Persistent, patient and sensitive to customers need and apprehensions
- Able to deal with stressful situations with calm and professionalism
- Advanced problem-solving skills
- Excellent communication and interpersonal skills with the ability to negotiate a positive outcome
- Immaculate attention to detail
- Proficient in Microsoft Office
- Excellent knowledge of lending best practices
- Exceptional knowledge of credit scoring and credit risk best practices
- Extraordinary Management and Customer Service & Relationship Building skills.
Overview
24
24
years of professional experience
Work History
PLANT MANAGER
VOTORANTIM
12.2019 - 04.2026
- Directed production schedules and resource allocation to optimize plant operations and meet customer demands.
- Implemented quality control measures that enhanced product integrity and reduced defects in manufacturing processes.
- Led cross-functional teams to establish safety protocols, achieving a culture of compliance and risk mitigation.
- Coordinated equipment maintenance schedules that minimized downtime and maximized overall plant productivity.
- Managed unionized employers with calm and professionalism.
Team Manager, Mortgage Underwriting
GO EASY FINANCIAL SERVICES
Toronto, Ontario
07.2017 - 10.2019
- Manage and lead a team of 12 Mortgage Underwriters
- Responsible for providing day to day leadership, mentoring and guidance to my team members while at the same time ensuring that my team operates efficiently and productively
- Develop and implement procedures to increase productivity and improve process efficiency
- Acted as a senior referral source and subject matter expert for escalations and issues requiring resolution for my Underwriting Team and Branch Loan Officers
- Support effective queue management to ensure Service Level agreements are met/exceeded on a daily basis
- Analyzed employment profile, credit strength, property characteristics, and all other information pertinent to the credit decision process on each mortgage application, as presented by the branch to ensure credit risk was met
- Reviewed all escalated titles and appraisals to ensure minimal risk exposure to the company
Manager, Partnerships
BELL CANADA
Toronto, Ontario
07.2015 - 06.2017
- Worked directly with Ontario Home Builders and Property Management Companies on complex situations to ensure an outcome satisfactory to all with respect to new residential technology upgrades
- Monitored and enforced all operational standards: customer service standards, performance standards, company/departmental policies and procedures and business partnership agreements
- Determined appropriate course of action on escalated partner issues and made all progressive decisions in accordance with performance measurements, company policies and procedures and within legal parameters
- Developed and coached direct reports to achieve departmental objectives through telephone monitoring sessions, quality reviews, developing solution focused action plans and conducting monthly performance dialogues
- Developed and implemented strategies to enhance productivity and achieve improved customer satisfaction
Team Lead, Quality Assurance
BELL CANADA
Toronto, Ontario
10.2012 - 07.2015
- Demonstrated critical thinking, problem solving, decision-making, and analytical skills to assess complex information and render timely decisions with a strong sense of urgency
- Monitored call center calls to assure correct and accurate call flow both for onshore and offshore call centers
- Served as a resource and communication point for all current promotions and product knowledge support
- Provided weekly status reporting that included coaching of D2D/Quality agents and follow up calls/emails with remedies to make sure all policy and procedures were being followed and met
- Worked with D2D/Quality Assurance agents to overcome sales and service hurdles and offered suggestions to increase sales targets
- Served as a level 3 escalation point for customer complaints
Senior Underwriter
CIBC MORTGAGES
Toronto, Ontario
07.2009 - 09.2012
- Credit Underwriter / Quality Assurance
- Investigated, evaluated, set conditions, approved or declined loans and line of credit applications based on authorized lending limits, ensuring compliance with the current legislation and with the policies, programs and procedures
- Gathered any necessary information required to co-ordinate and analyze a credit application and ensure consistent, objective and sound credit decisions in a high-volume environment.
- Mitigated potential risk of applications for a sound lending decision
- Followed up on any noted documentation deficiencies / variances
- Acts as a key resource for resolving any escalated credit issues, replies to internal and external client queries as a subject matter expert, and communicates credit decisions
Credit Underwriter / Loan Officer
INTERBAY FUNDING LLC
Toronto, Ontario
10.2006 - 05.2009
- Underwrote loans, mortgages, lines of credit and homeowner line of credits
- Collected on past due mortgage accounts
- Met with applicants to obtain required credit information for loan applications and to answer any questions they may have
- Worked in a sales/commission capacity with quarterly targets
Direct Banking Manager / Loan Officer
BMO
Toronto, Ontario
09.2005 - 09.2006
- Completed and mitigated applications for loans, mortgages, lines of credits and overdrafts and Car Loans
- Analyzed applicant's financial status, credit worthiness, and property evaluations to determine feasibility of granting loans
- Accountable for meeting quarterly sales targets for lending
- Educated customers on the different types of loans and credit options that are available, as well as the terms of those services
Customer Service Agent
CENTRACIT SETTLEMENT SERVICES
Don Mills, Ontario
02.2004 - 09.2005
- Took incoming calls ordering appraisals for mortgages from financial institutions
- Made sure all appraisals were done on time and were correct for lenders
- Worked one on one with lenders in a time sensitive situation
- Dealt with all appraisal needs and services while answering and resolving all financial lenders questions and concerns
Collections / Customer Service
VFC AUTO FINANCE
Toronto, Ontario
06.2002 - 01.2003
- Contacted current past due customers to negotiate payment to bring account current
- Source remarket of vehicle in the event of repossession
- Made final decision on repossession of vehicle
- Skip traced customers using different methods and systems to locate vehicles in question
Skills
- Microsoft Office
- Excellent knowledge of lending best practices
- Exceptional knowledge of credit scoring and credit risk best practices
- Extraordinary Management, Customer Service & Relationship Building skills
- Budget planning
- Ability to motivate
- Ability to multi-task
- Leadership and team-building skills
- Complex problem-solving
- Negotiation skills
- Decision-making abilities
- Knowledge of CRM
Languages
English
Full Professional