Onboarding Improvement Case Study (2020)
Wells Fargo | Mortgage Funding Guide Development and New Hire Enablement
Overview
At Wells Fargo, I supported onboarding and operational readiness by developing a Mortgage Funding Guide designed to help new hires navigate key processes, expectations, and workflow requirements more effectively. I also facilitated training on how to use the guide, helping new employees build confidence and access the information they needed more independently.
The Challenge
New hires entering the mortgage funding environment needed to learn complex processes quickly while working in a fast-paced, detail-sensitive setting. Important information could be difficult to retain through training alone, especially when employees were still learning systems, workflow steps, and funding requirements. Without clear reference materials, new hires were more likely to rely heavily on managers or peers for repeated questions and clarification.
My Approach
To improve onboarding support, I developed a Mortgage Funding Guide that gave new hires a more structured, practical resource to reference as they learned the role. Rather than relying only on live instruction, the guide was designed to reinforce training, clarify expectations, and provide a usable point-of-need resource during early ramp-up.
I also facilitated training for new hires on how to use the guide effectively, making sure it was not just a document, but a tool they could apply in their day-to-day work.
Solutions Delivered
Developed a Mortgage Funding Guide to support onboarding and early job performance
Organized key information into a clearer, more usable format for new hires
Translated role knowledge into a practical reference resource employees could use after training
Facilitated onboarding support by teaching new hires how to navigate and apply the guide in their work
Strengthened the connection between formal training and on-the-job performance support
Impact
This work helped create a more structured onboarding experience for new hires in mortgage funding by giving them clearer access to important information beyond initial training sessions. The guide supported learning retention, reduced dependency on verbal-only knowledge transfer, and gave employees a practical resource to use as they built confidence in the role.
It also demonstrated my ability to go beyond course development by combining:
onboarding support
documentation development
knowledge transfer
facilitation
performance support