Juan Soto-Munoz

Bilingual (English/Spanish) professional with experience in retirement plan administration, mortgage servicing operations, administrative operations, and stakeholder engagement. Proven ability to manage multiple priorities simultaneously, organize and complete administrative tasks, maintain accurate documentation, and support operational activities that require accuracy, compliance, and timely execution. Skilled in stakeholder communication, including providing clear and timely information, responding to questions, addressing concerns, clarifying information, and maintaining effective communication with internal teams, leadership, and other business partners.

Demonstrated leadership through employee engagement initiatives, integration events, peer support, and managing administrative responsibilities while maintaining accuracy and service.

Mortgage Specialist II at JPMORGAN CHASE & CO. (2025-07 – Present)

• Manage customer interactions with empathy and professionalism, prioritizing inquiries, resolving issues, and following established service and procedural requirements.
• Research mortgage and home equity loan accounts, analyzing payments, escrow, PMI removal, account history, loan details, fees, and transaction records to investigate discrepancies, resolve borrower inquiries, and provide accurate, timely solutions.
• Translate financial and account information into clear, customer-friendly explanations while maintaining compliance with applicable regulations and internal procedures.
• Demonstrate sound judgment, accountability, and professionalism when handling time-sensitive customer concerns and identify appropriate next steps – incorporating problem-solving skills.

Retirement Benefits Analyst at WHITE CASTLE (2023-05 – 2025-07)

• Administered pension and profit-sharing plans for 100+ participants, maintaining accurate records and supporting plan compliance and recurring administrative deadlines.
• Prepared weekly and annual financial reports using advanced Excel functions, including PivotTables, XLOOKUP, IFERROR, and FILTER, to provide accurate information for fiduciary oversight.
• Performed data validation, reconciliation, and exception tracking during a major pension administration system migration, coordinating with internal partners to resolve discrepancies.
• Delivered retirement-benefit presentations to General Managers and Plan Trustees, translating complex financial information into clear, actionable communication for diverse stakeholders.
• Managed multiple concurrent responsibilities involving loan payments, participant documentation, compliance activities, and annual allocation deadlines.
• Supported vendor evaluation and RFP activities while maintaining day-to-day administrative responsibilities and service commitments.

Certificate in Data Science (SQL & Tableau) – eCornell (Cornell University) (2026-07)

B.S. in Accounting – Ohio Dominican University (2023-12)

A.A. in General Studies – Columbus State Community College (2021-12)