Operations Manager Analyst

Jacob R. Allen

Portland, OR ***** • 503-***-**** • **************@*****.*** •www.linkedin.com/in/jacob-r-allen OPERATIONS MANAGER

Results-driven Operations Manager with expertise in research and remediation, known for leading high-performing teams and achieving operational excellence. Instrumental in leading Operations Analyst teams, ensuring compliance and accuracy in contract execution, invoicing, and credit reporting. Proven track record in spearheading cross-training initiatives, enhancing team proficiency, and optimizing organizational performance. Adept at streamlining operations, driving efficiency, and delivering exceptional results in dynamic and challenging environments.

CORE COMPETENCIES

Research and Remediation Management • Leadership and Team Management • Operations Analysis • Coaching and Mentoring • Accounting • Loan Servicing • Process Improvement • Procedure Writing • Bookkeeping • Auditing • Data Analysis • Financial Analysis • Risk/Compliance Management • Regulatory Compliance• Data Analysis • Quickbooks • SQL • Tableau• Excel • Python RELEVANT EXPERIENCE

Wells Fargo Remote/Hillsboro, OR

Research & Remediation Manager Apr 2021 - Dec 2023 PAR Team Lead Oct 2020 - Apr 2021

Operations Analyst Aug 2018 - Oct 2020

Accountant July 2014 - Aug 2018

Loan Servicing Specialist Sep 2010- July 2014

● Research & Remediation Manager

● Managed 2 high-performing teams:

Purchase Agreement Review (PAR) Team: Directed a teamof 15-20 PAR reviewers, overseeing the execution of every purchase contract to guarantee accurate allocation and entry of fees and essential loan details into company systems, ensuring timely fee disclosure to buyers within a 3-day window, consequently preventing cost reversion to the bank and yielding monthly savings exceeding $400k

Implemented an effective individually developed coaching model, resulting in a 16% increase in productivity

(reaching 112%) and a 5% improvement in quality (achieving 99%)

Managed work direction for a high volume pipeline of loans, ensuring FIFO, assigning, reassigning, expediting urgent loans, compiling and reporting on volume data, and overseeing and resolving escalations and issues

Collaborated with underwriting and sales in purchase contract analysis, streamlining the process to minimize the need for involvement beyond the PAR team and establishing an efficient mechanism for reviewers to alert underwriting to potential issues

Championed the automation of the PAR process, actively overseeing testing initiatives, and maintaining regular collaboration with the automation team to contribute constructive feedback for ongoing improvements

Operations Analyst Team: Led a cross-functional teamof 6 operations analysts, providing oversight in areas including specialized credit reports, rent and mortgage verification, vendor management, inspection and appraisal fees

Streamlined credit supplement procedures by overhauling alternate credit procedure, and bureau, rent, and mortgage verification, resulting in monthly cost savings of over $4k and a 13% reduction in loan closing delays

Developed time-studies, along with other metrics, of all Analyst functions, using data to implement production tracking and expectations which resulted in a 20% improvement to Analyst output

Implemented invoice reconciliation process, transitioning from manual tracking to SharePoint database, improving customer code accuracy, and ensuring reliable monthly vendor oversight and billing comparisons

Optimized vendor management through strategic meetings with vendors, addressing cost concerns, mitigating risk with user limitations, resolving recurring order issues, and driving enhancements for a better customer experience

Executed ownership for five key controls, conducting walkthroughs and presentations for internal and external auditors, successfully disputing most findings, and resolving concerns to enhance controls for future audit success

● Research & Remediation Analyst: PAR Team Lead

Served as Team Lead for the purchase agreement review team as a SME, promptly addressing inquiries from over 80 contract reviewers, providing coaching as needed, and optimizing their workflow

Investigated and resolved high-stakes sales team escalations related to complex purchase contracts and high-revenue customers, ensuring precise and timely resolutions

Audited PAR reviews, skillfully identifying errors and offering coaching and feedback as a SME, contributing to continuous process improvement

Conducted thorough daily analysis of extract reporting, reviewing and validating Transfer Tax over-tolerance accuracy to enhance data precision and prevent unnecessary costs

Instrumental in the 12-week training of new hires in the contract review process, actively participating in the certification process, and providing valuable training and mentorship to international office affiliates

● Operations Analyst II: Fee Operations

Conducted thorough reviews of purchase contracts for all 50 states, accurately allocating fees in the bank system of record to facilitate timely disclosure to buyers within 3 days, achieving over 100% productivity and maintaining a 98% quality rate.

Streamlined and centralized the credit supplement process as the SME, ensuring 100% quality and adherence to SLAs, effectively minimizing risk for customers and WF.

Identified and resolved back-end fee discrepancies, implementing front-end solutions to prevent going forward, enhancing fee accuracy, and significantly reducing costs and errors.

Led training for new team members, proactively addressing knowledge gaps, managing escalations, and playing a pivotal role in successful Business Continuity Plan testing, ensuring uninterrupted operations during the COVID pandemic.

Oversaw all credit supplement escalations, handling urgent issues with vendors and management to ensure customer satisfaction, resulting in regular meetings with Equifax and Credco and consistent commendations for excellence in customer service.

● Accountant I: Accounts Payable

Managed Default Legal, Tax, Title, Foreclosure Mediation, and Utilities Invoicing with over 98% accuracy, ensuring invoice accuracy, timely payments, expense recording, accruals and general ledger account reconciliation

Enhanced procedures to mitigate risk and ensure regulatory compliance, resulting in a more streamlined and efficient process

Efficiently managed an average monthly volume of $280k in Legal and Title Invoices, demonstrating meticulous research and vendor error resolution, resulting in consistent savings of $4,147 per month for Wells Fargo

Led the development of Default Legal/Title Training Program, conducted quality analysis, and participated in the Wells Fargo Leadership Academy Tracks I & II

Led the Q12 improvement project as a Team Liaison, collaborating with all Default teams to establish the Your Voice Committee, enabling employees to express concerns and ideas that were implemented in collaboration with management

● Loan Servicing Specialist III: Loss Processing

Evaluated data from various sources, adhering to bank, investor, and regulatory standards to determine loan charge-off decisions, consistently surpassing production and accuracy benchmarks, and earning multiple departmental awards

Served as SME, conducting quarterly procedure reviews, aligning procedure with regulatory guidelines for risk mitigation and efficiency

Developed a training program for new hires, including teaching in a classroom setting, side-by-side training, and quality analysis.

Advised in a Rapid Process Improvement event, developing the One-Touch Process to eliminate redundancy which saved over $1mm per year

Intuit Hillsboro, OR

Quickbooks Enterprise Tech Support Aug 2009 - Sep 2010

● Provided expert customer service for QuickBooks Enterprise implementation and technical problem resolution in both Windows and QuickBooks environments, utilizing troubleshooting and conflict resolution skills

● Recognized as a valuable single point of contact (SPOC) for resolving customer issues in high-stress situations, demonstrating expertise and a diplomatic approach

● Acquired a comprehensive understanding of QuickBooks and diverse business models, showcasing proficiency in the software's application across various business scenarios

OTHER EXPERIENCE

Accounting/Bookkeeping Consulting Freelance2017- Present

● Collaborate with small businesses to maintain precise financial records, including balancing bank accounts, preparing financial statements, offering budgeting advice, and ensuring accurate reporting of all payments and deposits with keen attention to detail

● Possess expertise in bookkeeping software such as QuickBooks and Xero, alongside strong accounting skills, business analysis, and strategic and creative insight

● Previous experience includes roles in an art gallery and a photo studio

● Currently serve as the accounting consultant/bookkeeper and as a general business strategist for Chess Club, an upcoming experiential retailer featuring work from emerging artists, designers, and Color Bureau products, set to launch in Spring 2024

(www.chessclub.art)

EDUCATION

Portland State University, School of Business Portland, OR Bachelor of Science (B.S.), Accounting

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