Work History

Work History
Sep 2013 - Present

Loan Servicing Specialist 5

Wells Fargo Bank, NA

Laura Lewis is responsible for managing the daily productivity for six Home Preservation Closers in Raleigh and Subject Matter Expert to five team members in Iowa.  She generates daily analytical reports for Bank and Private modifications measuring beginning to end the Settlement process, quality, turnaround time, and rejects.  Laura test and validates the business unit tools, software, and applications for performance, regression, user acceptance, and systems integration.

  • Created a streamlined process for learning and development with HPC’s
  • Partner with lines of business to design new hire module
  • Facilitate virtual and classroom training
Feb 2011 - Sep 2013

Loan Servicing Specialist 3

Wells Fargo Bank, NA

Loan Servicing Specialist 3                                                                     

February 2011-September 2013

Laura Lewis executed home loan modifications specializing in recordable modifications and skilled with foreclosure, bankruptcy, litigated, and arduous loans.  Laura partnered with internal and external clients to ensure quality service and prevent risk throughout the process. 

  • Implemented new learning tools for recordable modifications
  • 100% pass rate on quality scores through mid-year 2013
Oct 2009 - Feb 2011

Loan Servicing Specialist 2

Wells Fargo Bank, NA (formerly Wachovia Bank)

Laura Lewis was responsible for servicing outstanding home loans: verified documents, obtained attorney fees and cost, collected escrow and financial data, and updated broken plans.  She partnered with First American Title to clear county recording rejections and researched guidelines to comply with state county regulations.   

  • Supported team with business process and change
  • Identified and resolved key risks and issues
Mar 2009 - Oct 2009

Home Loan Modification Processor

Wachovia Bank

Laura Lewis assisted in developing the process for the new Home Affordable Modification Program.   She analyzed mortgagor financial statements and activated the waterfall decision table.  Laura counseled mortgagors and resolved issues.

  • Supervised the extraction of mortgaging data from IT Turbo to the U.S. Treasury
  • Maintained confidentiality of documents and management of files
Aug 2008 - Jan 2009

Account Representative

Affiliated Computer Services

Laura Lewis managed Health Savings Account for BNY Mellon and US Bank account holders; administered assistance via the website;  resetting passwords, unlocking accounts, and setting one time passwords.

Laura enrolled participants for the Annual Benefits Open Enrollment:

  • Addressed concerns regarding health care plans; discussed Medicare A, B, C, D, and the new Medicare Advantage plans; explained and updated dependent eligibility; and created benefit cases for retirement, death, pension, and other life changing concerns
Sep 2007 - Aug 2008

Guest Service Team Lead

Target Corporation

Laura Lewis, Team Leader for 30+ team members at Super Target with an annual gross of $65 million:

  • Responsibilities Included: interviewing, hire, training, and supervising the areas of Guest Service, Photo Lab, Food Avenue, and Checkout

Laura ran and reviewed daily forecasting sales reports; drove revenue by ensuring fast service, guest satisfaction, and being in stock of product; encouraged Red Card sales: Team had the highest credit card conversion rate in the Raleigh-Durham region; responsible for drawer reconciliation and nightly deposit; conducted performance evaluations and discussed with team members the benefits and advantages of the company.

Jun 2000 - Sep 2007

Customer Advocate

AT&T

Laura Lewis, competitive sales representative meeting monthly sales quotas of up to $60,000 in revenue.  Operated as the center point of contact for internal and external clients resolving complex billing issues.  Laura analyzed accounts to provide product knowledge and recommended methods to correct and prevent revenue leakage.  My knowledge and experience produced a skilful candidate for peer coaching and development to new employees. 

  • Issued and completed service orders and provisioning for Plain Telephone service, additional products and features, Centrex, PBX, ISDN, DS1, DS3, T1, T3 
  • Troubleshoot on accounts, working with technicians to determine actions necessary to correct customer impacting problem 

Education

Education
Aug 1990 - May 1996

Bachelors of Business Administration

Jackson State University

Skills

Skills

Community Development

Laura Lewis has a strong sense of connectedness with others and is able to build solid relationships. Her attachment to the community has allowed social responsibility to be a stand out cause in her daily accomplishments. Youth Director-Abundant Life Center Jan. 2012-April 2014: Managed seven volunteer coordinators, 14 volunteer teachers, and multiple volunteer helpers in developing and implementing spiritual and natural skills for youth 1-18 through lesson, art, dance, games, and drama Team Captain-Wells Fargo Non Profit Fair October 2013: Collaborated with team leaders for the 1st Annual Wells Fargo Non Profit Fair. Established contact with 22 Non Profit organizations. Connected team members as liaisons for each Non Profit organization. Lead point of contact for liaisons and Non Profit organizations Wells Fargo Cornerstone Committee Member-2011-2013: Created, promoted, and managed projects and activities for 1,000 plus team members during Wells Fargo Corporate events: Career Week, Wellness Week, and Customer Service Appreciation Week Junior Achievement Volunteer-Since 2012: Inspire and prepare underprivileged young people to succeed in a global economy by utilizing a hands on curriculum that broadens the imagination Volunteer Instructor-Since 2011: Instruct banking knowledge utilizing the Hands on Banking curriculum in Teach for America classrooms throughout North Carolina

Qualifications:

Strong analytical and problem solving skills. Attentive to detail with great organizational and written communication skills. Ability to work successfully with a diverse group of people across multiple levels. Over seven years experience in delivery of training

Mortgage Applications and Systems

Trained in Fidelity, LPS Desktop, ICMP, GEM, ERLMF, Arrow, Web Track, CLARA, MMUI, and ALM.

Computer Skills

Proficient in Microsoft Word, Excel, PowerPoint, Outlook, Access, InfoPath, Publisher, Lync, Office Meeting, SharePoint, and Adobe.

Objective

I am seeking a career opportunity where I can merge my skills and commitment for community development with my professional experience.

Summary

Ms. Laura Lewis is a business professional with over 10 years experience in customer service, leadership, team building, and analytics.  She began her career in Human Resource managing employee benefits, processing bi-weekly payroll, administering employee training, recruiting, accounts payable, and accounts receivable. Laura coordinated a successful United Way campaign increasing prior year donations and implemented new employee benefits for the company. 

Laura’s strategic performance derives from her successful seven year tenure with AT&T where she started as a competitive sales representative meeting monthly sales quotas of up to $60,000 in revenue.  Laura later operated as the center point of contact for internal and external clients resolving complex billing issues.  She analyzed accounts to provide product knowledge and recommended methods to correct and prevent revenue leakage.  Her knowledge and experience produced a skilful candidate for peer coaching and development to new employees. 

For the past 5 ½; years, Laura has achieved numerous assignments at Wells Fargo functioning as the SME for Bank and Private home loan modifications.  She has developed an unyielding connection with leaders and continues to perform broad projects which include: integration to Microsoft Office 2010, revise standard operating procedures (SOP), and update monthly analysis data to the U.S. Treasury. Her expertise is utilized in many areas and serves as an asset to the company.