Implementation Associate I resume example with 11+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Profile

Excellent technical writing skills along and experience and knowledge utilizing Policy & Procedural Change Management (PRF).

Possess a strong knowledge of HUD guidelines and FHA requirements i addition to knowledge of other departmental processes involved throughout the foreclosure process needed to create and maintain FHA claim procedures.

Proficient in use of Microsoft Excel, Nuance (program used to view documents), LYNX, MSP (CPI), BKFS LoanSphere (AKA Black Night Financial Services), Various Access databases, PowerPoint, CMAX (Mortgage Claims System), and Asset Management Preservation vendor websites.

Intermediate knowledge of SnagIt and Visio applications used to assist in creating images and visual job aids.

Highly qualified, detail-oriented and hardworking Implementation Associate with more than 8 years of FHA Claims experience. Proficient in research, writing, and annually certifying procedures, job aids, and user guides meeting Well Fargo's Regulatory, Compliance and Corporate Policy requirements.

Talented Business Analyst with proved success in collaborating with cross-functional teams to implement best practices and achieve shared goals. Experienced in working across all phases of project lifecycles to meet support business initiatives.

  • PowerPoint
  • Eye for detail
  • Managing multiple priorities
  • Identifying and reducing risks
  • Critical thinking
  • Analyzing data
  • Subject Matter Expert for FHA Claims
Career Accomplishments
  • Took part in helping develop the Open Text Portal (My Work Portal) for FHA Claims by helping assist in creating activity buckets and an organizational structure for FHA Claim procedures.
  • Over the course of the past four to five years, I have created over 150 procedures for many claim types processed within FHA Claims.
  • Successfully trained and developed employees through continual training, coaching and mentoring the past six years to due to our rapid team growth and expansion.
  • To implement a support network, I created cell groups (support groups) to build stronger bonds between mentors (departmental analysts) and mentees; this resulted in more engaged mentors to excel better as leaders to build bench strength by improving processors’ compliance and procedural claim accuracy and knowledge of claims.
  • Successfully re-cooped in one year over one million dollars from attorneys where Wells Fargo sought reimbursement for interest curtailments attributed to attorney delays or errors as a result of missed HUD instituted timeframes.
  • Worked closely with programmers to make enhancements to Access databases to improve efficiency for FHA Claims and cost savings to Wells Fargo.
  • Collaborated with other business and all levels of leadership in order to align our procedures according to business needs and meet claims quality.
  • Business Process Specialist
  • Coaching & Mentoring
  • Problem Resolution
  • Identifying & Managing Risk Effectively
  • Collaboration & Building Relationships
11/2006 to 09/2015 Implementation Associate I Wells Fargo Home Lending | City, STATE,
  • Create new procedures and job aids as business needs change and/or result of organization structural changes.
  • Update and annually certify procedures and job aids published on Open Text (My Work Portal) for FHA Claim processes and reporting using required templates established by the publishing team; updates are completed on procedures continually as a result of HUD guidelines or HUD Mortgagee letters.
  • Assist in maintaining Part A SharePoint site documents for FHA Part A Claims.
  • Implement change through the Change Control process for change in processes, procedures or transitions; this involves collaborating with multiple individuals or groups to resolve possible direct or indirect impacts upstream and downstream.
  • SME (Subject Matter Expert) for questions and assist with processes and databases enhancements or other procedural changes to reduce delays in processing FHA Claims and/or improve claims quality.
  • Seek resolution to resolve complex issues and identified discrepancies in processes and reporting.
  • Provide support for training and mentoring for new team members.
  • Lead team meetings and continually participate in online meetings or training with various departments to accomplish work projects, keep abreast of RCRM Policy status changes, Change Control Board meetings to advance Change Controls to implementation.
  • Review interest curtailment reporting to determine if HUD paid Wells Fargo's claims correctly for all claim types which requires in depth research for complex scenarios and/or filing a Supplemental claim to seek reimbursement from HUD or vice versa.
  • Note: Since December 2006, I have been promoted from a Processor IV, to an Operational Analyst I, Research Remediation Analyst II, and I now serve as a Business Process Specialist in my current role.
07/2005 to 11/2006 Multiple Positions Held AccountTemps | City, STATE,
  • Completed incoming applications from Wells Fargo Home Mortgage Consultants.
  • Entered data into MSP (CPI), and provided feedback to HMC's regarding the pricing and firing of loans with1R authority.
  • Worked in the Post-Closing Dept. at CCG (Wells Fargo Home Equity).
  • Audited HUD-1 Settlement statements and made outbound calls to closing agents for information and sent refund checks to borrowers when necessary.
03/2004 to 07/2005 Annuity Policy Specialist II ING Annuity | City, STATE,
  • Processed financial transactions with same day turn-around. including but not limited to: Partial withdrawals, systematic withdrawals, surrenders, dollar-cost averaging, automatic re-balancing portfolios, and Required Minimum Distributions.
  • Provided support for the Non-Financial team, processing non-financial transactions on a frequent basis.
  • Completed requests via the Problem Resolution database and provided feedback and support as necessary.
  • Exceeded expectations to complete urgent projects and tasks to meet deadlines.
Expected in 1997 High School Diploma | N/A Newton Senior High, Newton, IA GPA:
Expected in | Business Administration University Of Dubuque, Dubuque, IA GPA:

No degree earned.

Coursework includes Business Administration and Zoology


DAR (Daughters of the American Revolution)

WTMN Des Moines (Women's Team Member Network)

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Resume Overview

School Attended

  • Newton Senior High
  • University Of Dubuque

Job Titles Held:

  • Implementation Associate I
  • Multiple Positions Held
  • Annuity Policy Specialist II


  • High School Diploma

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