Soraja Klacar has over 18 years of experience in financial operations and mortgage loan servicing at JPM Chase Mortgage Co. She has a proven track record of meeting and exceeding production goals through strong organizational skills and managing teams effectively. Her core skills include customer service, research, training, and problem solving. She is fluent in English and Serbo-Croatian/Bosnian languages.

1. SORAJA KLACAR
2838 Loran DR West
Jacksonville, FL 32216
EMAIL: klacard@bellsouth.net MOBILE: (904) 343-3050
SUMMARY OF QUALIFICATIONS
Financial OPS Specialist II with 18 years of experience with the largest US bank. Rated as a “top
performer” with a consistent track record for meeting or exceeding production goals and customer
expectations. Well organized with great time management skills. Adept at training staff on procedures,
protocols, best practices, and utilizing team building exercises to increase production and morale. Works
well independently as well as collaboratively on a team. Willing to take on additional responsibilities.
Fluent in English and Serbo-Croatian/Bosnian languages. Core skills include:
Customer Service | Research | Documentation | Compliance | Training | Policies & Procedures
Analysis | Quality Assurance | Pipeline Management | Data Validation | Team Player |Problem Solving
PROFESSIONAL EXPERIENCE
JPM Chase Mortgage Co., Jacksonville, FL 1998-Present
Financial OPS Specialist II (2014 - Present)
• Perform operational gain/loss financial analysis on mortgage loans after default cycle
completion.
• Complete root cause analysis to identify the inter-departmental source of controllable losses.
• Maintain working knowledge of servicing guidelines for all Governmental and Private Investors.
• Identify all supplemental and request funds through billback opportunities.
• Maintain a departmental established KPI and Quality score.
• Efficiently manage work queue to complete all new loans within three days of assignment and
reworks within 1 day of return.
Foreclosure Processing- Home Equity Foreclosure Audit SME (2013 - 2014)
• Researched loans, provided foreclosure bids for upcoming sales, identified and escalated
issues, and corresponded with foreclosure attorneys.
• Managed a work queue with a focus on deadlines and escalated time-sensitive bids for team.
• Maintained consistently high performance reviews.
• Audited foreclosure bids, suggested and implemented process improvements, procedure
writing, and managed bid escalation inbox.
Foreclosure Bidding – Foreclosure Department Audit (2011 – 2013)
• Calculated and prepared formal bidding instructions, within established federal, state, investor,
and insurer guidelines for the purpose of the auctioning of properties.
• Completed complex assignments exercising judgment in selecting from a set of prescribed
procedures in order to address day to day issues and concerns with vendors and attorneys.
• Maintained daily interaction with customers, vendors, and attorneys, primarily to provide and
receive applicable loan information while initiating actions within established guidelines.
Quality Control Analyst / UAT (2009 - 2011)
• Conducted daily quality control reviews for Financial Services.
• Evaluated LOB internal controls and processes, including management reporting.
• Worked with Financial Services processing areas to ensure set compliance and processing
standards were met.
• Confirmed all Management Review Control Processes were on time and accurate. Brought
attention to errors, identified and worked with the processing areas to address and correct
potential issues.
• Actively participated in the UAT and production testing for Tango, Uno, and Enhancement
project. Created loan criteria that assisted in identifying potential issues.
• Performed a thorough review of a loan on active modification for possible plan break.
• Completed modification break according to the established procedure and guidelines.

2. • Used MSP for all three clients, DRI, ER, Vendorscape, Lender Live, CCW, Fastrive, Agent
Desktop, Pega and Quality Central.
SORAJA KLACAR Page 2
Cash Operation – Research Department (2006 - 2009)
• Resolved misapplied payments REV2LN task, made corrections to payments that were
incorrectly coded using ENCDER task.
• Moved misapplied funds from mortgage loans to Home Equity loans.
• Helped Borrower with problems on loan HIPCSH task.
Portfolio Maintenance Department Specialist I (2003 - 2006)
• Reviewed loans from incoming acquisition falling into PEGA work basket as a result of large
escrow overage/shortage.
• Maintained the value of the servicing portfolio by correcting loan level data errors, ensuring
compliance, and reducing risk related to investor requirements.
• Reviewed and corrected HMDA, MAC DASH and system reports that identified questionable
conditions.
• Completed non-monetary adjustments.
• Maintained hazard and tax payee mapping for bulk acquisition in order to ensure hazard and tax
payees boarding the system.
Portfolio Quality Assurance PQA Specialist II (2002 – 2003)
• Managed a group 10-14 people.
• Trained analysts on the process within workgroup and verified accuracy. Input Daily Production
and distribute work to the NLDI.
• Maintained process flow and procedures for NLDI.
• Worked on Legal Review and exceptions.
Pipe Line Data Integrity/ Integrity Analyst (1998 - 2002)
• Reviewing loans newly set up on CPI and ALSS for accuracy.
• Made corrections on ZC Sterling, SPI, ALSS and RLIC.
• Managed pipelines to ensure the accuracy of welcome letters and coupons for the mortgagers.
COMPUTER SKILLS
Proficient in Windows, Word, Excel, Automated Loan Servicing System (ALSS), Access Fidelity (MSP),
LPS, Invoice management, Fortrac
EDUCATION
Medical School, Medical School Degree graduated, Yugoslavia