LaTokia Lewis
AKRON,OH
Summary
Exceptional Job Title Here with 10+ years of experience in related skill, related skill, and related skill. Experienced Learning and Development experience. Adept in building strategic relationships, leveraging interpersonal skills, and acting as a subject matter expert for various organizational intricacies, and strategic long- and short-term planning. Driven to enhance employee experience and positively contribute to the organization's overall strategic plan. Effective trainer, communicator, and result-oriented leader. Proven track record of utilizing strong organizational, planning, and communication skills towards improving operational efficiency.
Overview
12
12
years of professional experience
Work History
Point of Contact
PNC Bank
Brecksville, OH
03.2021 - Current
- Served as point of contact between internal departments and external vendors.
- Review accounts, research documents, and system notes to decide the best course of action to correct account issues.
- Answer inbound calls and make outbound calls to resolve delinquencies and offer workout alternatives to foreclosure.
- Reviews and responds to emails from customers and third-party representatives.
- Monitoring and coordinating research requests from stakeholders, progress reports on assigned system queues.
- Assist with settlement offers.
Lead Fraud Specialist
Key Bank
Brooklyn, OH
04.2020 - 03.2021
- Documenting fraud alerts, building case files, and escalating fraud alerts for elder abuse and identity theft.
- Reviewing account activity and placing security holds on consumer and business accounts.
- Provide clients with proper and timely support and information related to their claim.
- Reviewing customer account trends for bank risk.
- Filed SIR and SAR reports.
- Reviewing account activity.
- Setting up passcodes on profiles for clients when needed.
- Completing key forms to return unauthorized items.
Customer Service Specialist 1
Huntington National Bank
Akron, OH
03.2019 - 04.2020
- Provide outstanding service and build relationships with over 100 customers on a daily basis.
- Provide enhanced service to customers with a referral component.
- Maintain up-to-date knowledge on company products, services, technology, and procedures.
- Filed and investigated fraudulent charges on consumer accounts.
- Addressed customer complaints and mitigated dissatisfaction by employing prompt and on-point solutions.
- Responded to customer requests for products, services, and company information.
Claims Service Specialist
Allstate Insurance Co
Hudson, OH
03.2018 - 04.2019
- Contacts or receives contact from customers or other claim-related third parties to obtain and/or provide necessary file information to follow quality and process standards.
- Generates and sends proper forms to insured/claimant for completion.
- Processes claims payments.
- Completes all necessary forms, logs documents into the system.
- Reading and analyzing police reports.
- Schedule methods of inspection, issue payments, and set up rental vehicles.
- Checked documentation for accuracy and validity on updated systems.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
Underwriter
Allstate Insurance Co
Hudson, OH
09.2012 - 03.2018
- Providing support to deliver customer service and ensure profitability.
- Answering agent inquiries on the status of policy, risk eligibility, and underwriting policies and procedures.
- Evaluating individual new business, policy changes, and renewal/late pay across all lines of insurance.
- Reviewed and analyzed police reports.
- Analyzed credit, income, compliance, title documents, and appraisals during the underwriting process.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ04-2025
Associate of Arts And Sciences - Criminal Justice
University of Phoenix
Phoenix, AZ07-2019
Areas of Expertise
Analytical thinking |Risk assessment |Detail-oriented| Communication skills | Data analysis|
Problem-solving | Regulatory knowledge Investigative techniques |Report writing| Time management | Research | Reporting | Problem Solving | Training Facilitation | Interpersonal Skills | Verbal & Written Communication | Customer support | Fraud detection| Claims resolution |Card Fraud prevention |Call center development|
Technical Skills
Salesforce | Microsoft Office Suite | Google Suite | Phone skills | Police reporting| Planning| LexisNexis | Mainframe | ACH Warehouse | social media | Phone skills | Researching .
Timeline
Point of Contact
PNC Bank
03.2021 - Current
Lead Fraud Specialist
Key Bank
04.2020 - 03.2021
Customer Service Specialist 1
Huntington National Bank
03.2019 - 04.2020
Claims Service Specialist
Allstate Insurance Co
03.2018 - 04.2019
Underwriter
Allstate Insurance Co
09.2012 - 03.2018
Bachelor of Science - Criminal Justice
University of Phoenix
Associate of Arts And Sciences - Criminal Justice
University of Phoenix
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