Laura L. Email & Phone Number

Brecksville, Ohio

Brecksville, Ohio

Brecksville, Ohio

Miamisburg, Ohio

Customer Correspondence Team:Assigned to partner with lines of business within the Mortgage company to create and modify customer communications produced via various processes.• Work with Written Customer Communications team to update Mortgage letter library to PNC Written Communications standards;• Utilize the Web Content Manager tool to build the online letter library;• Monitor and execute customer correspondence requests; perform functional testing and quality assurance; provide a high level of customer satisfaction;• Work directly with outside print vendor: Insure tasks are completed accurately and timely by creating requirements and test plans; • Develop, publish and maintain department policies, procedures and job aids; • Maintain the ability to work independently or in a team environment;• Certifications: PNC-Certified Women’s Business Advocate; PNC Web Content Manager• Systems and software utilized: Black Knight MSP, production and test region; Sharepoint; VentureAccess; Web Content Manager.

Miamisburg, Ohio

Mortgage Foreclosure Specialist II & III: As a senior processor duties included: Providing training and support to Holds and Issues team members by developing the training program used to on-board new team members, including creating and implementing job aids and procedures, training schedule and evaluation, implementing and training updates to procedures, and providing guidance and problem resolution to team processors;Developing and drafting team procedures working with supervisors, technical writers and Change Agents, performing the annual review of published procedures including identifying, implementing and documenting changes to procedures; Analyzing exception and control reports, researching and documenting the resolution of the exceptions, monitoring trends in exceptions, developing criteria for control/exception reports including designing and formatting reports; Processor duties included:Performing tasks on loans in foreclosure utilizing MSP/Director and Black Knight /Process Management;Communicating with internal departments and foreclosure counsel via email and phone to facilitate the accurate and timely resolution to the foreclosure process. Systems and software utilized: MSP/Director; Black Knight Process Management/New Track; OCIE; Image Express/LSS; Venture; Vendorscape; Reporting Portal; Sharepoint; Microsoft Excel and Microsoft Word.

Miamisburg, Oh

Springboro, Ohio

Customer Service Representative:Performed accurate cash handling, personable customer service, transaction processing and account maintenance, as well as lobby management. Addressed customer inquiries and account research both in person and via phone. Frequently performed online research in response to inquiries from customers and internal departments. Additionally, coordinated all marketing and promotions for the branch including PNC corporate retail marketing requirements and supplemental marketing at the local level.

Dayton, Ohio

Client Administration. Directed a team of 2 supervisors and 6 clerical staff administering a key $50 million incentive program for 2,500 IBM computer dealers nationwide. Facilitated monthly compliance reviews attended by client representatives. Documented to systems analysts client directed updates and changes to the incentive program. Created, tested and reviewed reporting and programming changes prior to release to the production environment. Performed monthly compliance review of all program output including earnings/withdrawal statements and program reports.

Centerville, OHProvided personal banking services for retail clients.

San Jose Main Branch, San Jose, CA.Audited commercial deposit accounts.

Education record

Education record