Jolene Thielen Email & Phone Number

• Responsible for providing real time support to clients via phone and email for Matrix Financial Application and ePremis Claims Management software• Work directly with Relay Health (a clearinghouse for Medicare, Medicaid and third parties) to resolve issues with transmissions, remits, compliance and regulatory concerns • Record all calls in Heat, an incident management tracking tool, and dispatch calls to appropriate queues as needed• Monitor multiple queues to assure timely call resolutions• Analyze and identify client issues and design test case scenarios for duplication• Document discrepancies and enhancements for escalation to second level support• Follow all escalation procedures according to service level agreements• Create technical documentation for publication in Heat knowledge base system• Compose technical tips and techniques for monthly publications for clients• Dedicated resource for a high profile client during their Month End Close process• Promoted in 2009 to handle in house and webinar training for clients in the areas of Accounts Receivable, Month End Close and Claims• Conduct peer training and mentor new employees in the support role

• Assisted Home Mortgage Consultants and Appraisers via telephone and email• Underwrote appraisals, ensured compliance with WFHM & secondary market investor standards• Reviewed appraisals (Automated Valuation or Desk Reviews) for accuracy and completeness• Analyzed credit background from mainframe system/application – LPS/LIS• Approved, suspended or declined appraisals within the limit of authority• Followed up on suspended appraisals in a tracking system & communicated results to Appraiser• Entered appraisal decision comments into mainframe system/application - OPERA• Worked with leads, other underwriters to train on unique properties and applicable guidelines

• Assisted customers via telephone, email and fax• Reviewed titles for accuracy and any outstanding conditions• Reviewed mainframe system/applications and underwrote those within my authority - LPS• Reviewed customer documents for loan approval and re-underwrote if necessary• Ordered customer appraisals• Prepared loan closing documents to be sent electronically or overnight mail• Initiated the funding of all loans and confirmed the disbursement of those funds• Completed all compliance worksheets ensuring all files were accurate and met WFHM and secondary market investors standards• Resolved any problems that may arise at closing• Dedicated to several high profile customer accounts

• Assisted clients in Unix and AS400 via telephone, email and fax• Recorded all calls in a incident management tracking tool• Analyzed and identified client issues and designed test case scenarios for duplication• Distributed a fix/patch to clients when necessary• Documented discrepancies and enhancements for escalation to second level of support• Followed all escalation procedures according to service level agreements• Recognized by clients as a dedicated team player

Certificate, Personal Computer/Local Area Networking

Education record

• Telephone Techniques and Customer Service • Handling Difficult People with Diplomacy and Tact

Certificates

2007-Present MDI Achieve Eden Prairie, MN • Accounts Receivable, Resident Trust and Month End Close Certification – Jan/Feb 2010 • Claims.