Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:

Lead Quality Assurance Analyst at Wells Fargo Home Mortgage for Operational Risk/Default Servicing Department with diverse skill-sets: Detailed-oriented, organized, self-motivated, high energy and willing to help wherever/whenever is needed to get the job done. Responsible for helping senior leaders build, lead, manage and avoid any operational/reputation/customer risk. Have integrated best practices into business operations, evaluated procedure compliance by each business unit, consulted to gaps, and developed solutions that reduce risk and improve short/long term business performance, which ultimately help homeowners to stay in their homes. Have shown the ability to decrease costs and increase revenues. Have over two years' experience as Quality Assurance/Operational Risk Analyst and three years of experience as a Loan Servicing Specialist with internal auditing. Have a B.A in Business Economics and MBA with an emphasis in Conflict Resolution.


•Able to thrive in a fast paced and constantly changing environment while coordinating numerous time sensitive activities

•Exceptionally motivated self-starter and creative-problem solver

•Effective team leader that is goal-driven and has exceptional interpersonal skills

•High degree of Analytical ability in understanding the business process and functionality

•Communicate effectively across all levels of organization

•Desire to be held fully accountable for the success or failure of projects

•Ability to interpret agency and regulatory requirements

•Effective Independent worker and strong analytical aptitude

•Ability to handle confidential material in a professional highly ethical manner

•Strong facilitation and professional documentation skills

  • Ability to identify potential problems before they arise and work towards preventing
  • Proved success in process implementation and provide solutions to drive results
  • Experienced in Home Preservation Specialist, Home Preservation Underwriters and Liquidations Processes and Procedures
  • Demonstrated experience in handling multiple tasks within short timeframe
  • Ability to build and present professional reports to senior managers
  • Extreme attention to Detail and flourish in following through on commitments
  • Proficient with many mortgage applications: MSP, Ecar, Fidelity, GEM, Indigo, Clipr, Mobius
  • Knowledge of all lines of Portfolios/Investors: FHA, FHLMC, FNMA, VA, B&P, WO, USDA

•Leadership Academy Certificate

•Top Performer of the month November 2013 and March 2015 as a Default Quality Assurance Analyst

•Multiple People as a Competitive Advantage (PACA) Awards

•5 years’ Service Recognition Award -Wells Fargo

•Leadership Award from colleagues

Quality Assurance Analyst III, 01/2015 to 11/2015
Co-Op Financial ServicesGA, State,
  • Exceptional Project Management and Relationship Management skills
  • Coached team members on building reports, reviewing and amending test scripts
  • Peer review every report sent out to the business for accuracy and training measure
  • Helped business partners to turn around underperformed reviews from 60% to 95% accuracy rate
  • Ability to effectively communicate horizontally/vertically with varies departments
  • Ability to prioritize issues as business dictates
  • Superior analytical and decision making skills
  • Great tenacity and able to work independently
  • Maximized many great opportunities to work on challenging projects
  • Earned leadership status by setting inspirational goals and examples - superb organizational, motivational, management and time management skills.
Quality Assurance Analyst I/II, 06/2013 to 2015
Ace HardwareLa Crescenta, CA,
  • Responsible for evaluating, monitoring, assessing and reviewing programs, processes, claims, documentation and files to ensure compliance with internal company requirements and government regulations
  • Ensured proper procedures for the business groups are updated in the Home Lending Portal
  • Identified risks and problem areas and recommended standards, policies, and procedures to correct deficiencies and improve performance
  • Performed ongoing reviews and generated reports summarizing results
  • Experienced in researching and resolving customer complaints.
Loan Servicing Specialist IV /Auditor/ eCB, 08/2010 to 05/2013
Wells Fargo Home MortgageCity, STATE,
  • Effectively maintained over 99% quality and 100% quantity production every month through a whole year as set by department guidelines
  • Reviewed multiple FHA mortgage files: New Constructions, 203k's, Bonds, Purchases and Refinances
  • Performed data transfer to U.S Department of Housing and Urban Development (HUD)
  • Processed sensitive Electronic Case Binder and sent it to HUD
  • Corrected loan documents which do not meet specific agency guidelines by obtaining corrected/missing documentation from internal and external contacts and updated it
  • Conducted internal audits and coached team members
  • Did special projects for the Manager requiring extra work.
Assistant Manager, 06/2008 to 01/2008
WalgreensCity, STATE,
  • Performed managerial duties.
  • Interacted with customer handling conflict situations.
  • Had a direct report of over twenty individuals.
  • Assigning/scheduling/leading work assignments.
Master: Business Administration, Expected in August 2015
Hamline University - ,

Business Administration

Bachelor of Arts: Business Economics Finance, Expected in May 2009
St. Cloud State University - ,

Business Economics Finance

English, Somali and Urdu
Technical Skills

•Office package: MS Word, MS Excel, MS PowerPoint, MS Access and MS Outlook

•Operating Systems: Ecar, Clipr, Mobius, EDM, CPI/MSP, ICMP, WebQuery

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    School Attended

    • Hamline University
    • St. Cloud State University

    Job Titles Held:

    • Quality Assurance Analyst III
    • Quality Assurance Analyst I/II
    • Loan Servicing Specialist IV /Auditor/ eCB
    • Assistant Manager


    • Master
    • Bachelor of Arts

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