Jonathan Arias

Bilingual loan officer and front-line team leader with over 15 years of experience in loan origination, mortgage collections, and BPO/call-center operations. Skilled at coaching agents to meet quality, productivity, and compliance targets while maintaining a strong customer-first, detail-driven approach to loan documentation and underwriting support. Recently expanded into AI fundamentals to bring modern tools into everyday operations..

Building applied AI literacy through recent MICITT/Cisco and IBM SkillsBuild certifications.

Team Lead ClearNexus 2012 – Jul 2026

• Led a front-line team, coaching agents on performance, quality, and productivity targets.
• Monitored KPIs and provided ongoing feedback to drive consistent improvement in service quality.
• Supported agents with escalations and process guidance to maintain compliance and customer satisfaction.

Lending / Front-Line Agent ClearNexus 2009 – 2011

• Originated and processed online loan applications, guiding borrowers through documentation, underwriting requirements, and approval steps.

Loan Officer OBS 2008 – 2009

• Originated and processed online loan applications, guiding borrowers through documentation, underwriting requirements, and approval steps.
• Managed digital loan submissions, ensuring accuracy and completeness of applicant data.
• Coordinated with underwriting and processing teams to keep loan files moving toward timely closing.

Mortgage Agent Collector Ace Global (Washington Mutual Bank & Chase Bank) 2005 – 2008

• Managed mortgage loan collections for delinquent accounts, contacting customers to arrange payment solutions and reduce delinquency.
• Applied collections and customer service are best practices across both institutions in a regulated banking environment.
• Maintained accurate collection activity and communication records in compliance with banking policy.

Bachiller en Educación Media in High School Diploma – Instituto Julio Acosta García, MEP (1996-12)

Ejecutivo(a) en Inglés para Servicios – INA (2007-01)

Programación de Computadoras – INA (2006-01)

Operador de Computadoras (Word, Excel, PowerPoint, Access) – INA (2005-01)

Servicio al Cliente – INA (2003-01)