Keyonna Lewis
Columbus,Ohio
Summary
Experienced business partner skilled in research, escalations, multitasking, and analytical problem-solving. Proficient in Mortgage Servicing.
Overview
21
21
years of professional experience
Work History
Senior Escalated Research Specialist
Chase
10.2014 - Current
- Conduct in-depth research on escalated requests
- Liaise with customers for exception requests
- Manage tasks across systems
- Handle Escrow Analysis and disbursements
- Analyze customer complaints and enhance controls.
- Conducted document review, organization and quality control of data acquisition to draw relevant conclusions and direct research activities
Flood Compliance Specialist
Chase
08.2012 - 10.2014
- Maintain flood databases and FEMA compliance
- Collaborate with vendors on procedures
- Assist in Escrow Department projects
- Review Control Self-Assessment documents
- Disburse Insurance Premiums
- Manage OCC audits and team audits
- Update procedures to meet regulations
- Reconcile zone reports for flood areas.
- Supported team by pitching in to complete special projects
- Performed quality reviews to uncover workflow and communication issues
- Managed quality programs to reduce overdue compliance activities
- Developed and maintained compliance database, tracking all compliance activities and documents
- Prepared and submitted regulatory filings in timely manner
- Responded to employee inquiries regarding compliance regulations and procedures
- Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws
- Developed and maintained system for tracking and reporting compliance violations
- Managed practical action plans to respond to audit discoveries and compliance violations
Senior Loss Draft Specialist
Chase
03.2011 - 08.2012
- Meet customer service standards independently
- Analyze customer complaints
- Implement controls to eliminate gaps
- Assist in new projects and mentor associates
- Audit vendors for compliance.
- Prepared insurance claim forms or related documents and reviewed for completeness
- Processed and recorded new policies and claims
- Modified, updated and processed existing policies
Loss Draft Resolution Analyst III
Assurant
02.2008 - 03.2011
- Resolve escalated issues from Loss Draft Customer Care
- Review insurance claim documentation
- Train and develop associates
- Manage multiple databases
- Progress insurance claims
- Disburse claim funds for property repairs
- Update procedure manuals.
Open Items Processor
Hazard Insurance, Assurant
10.2002 - 02.2008
- Update insurance information
- Liaise with insurance companies
- Handle insurance premium disbursements
- Address customer inquiries.
Education
Diploma -
South High School
Springfield, Ohio06.2000
Skills
- Active Listening
- Database Research
- Research Support
- Tax Research
- Data Collection & Research
- Identified trends and escalated technical issues where necessary
- Research Support
Timeline
Senior Escalated Research Specialist
Chase
10.2014 - Current
Flood Compliance Specialist
Chase
08.2012 - 10.2014
Senior Loss Draft Specialist
Chase
03.2011 - 08.2012
Loss Draft Resolution Analyst III
Assurant
02.2008 - 03.2011
Open Items Processor
Hazard Insurance, Assurant
10.2002 - 02.2008
Diploma -
South High School