Lauren E. Luna
Redlands,CA
Summary
Detail-oriented administrative professional with 15 years of experience processing high-volume, time-sensitive cases in regulated environments. Proven ability to manage confidential records, perform accurate data entry, and coordinate correspondence. Experienced in training support, case tracking, customer communication, and interdepartmental coordination. Known for strong organizational skills, professionalism, and discretion when handling sensitive information.
Overview
15
15
years of professional experience
Work History
Lead Mortgage Loan Specialist
Wells Fargo Home Mortgage
08.2010 - 06.2025
- Executed extensive outreach to homeowners through high-volume calls, delivering clear guidance on mortgage payment inquiries, repayment plans, forbearance and loan modification processes
- Supported customer account oversight through efficient payment processing and provision of detailed account insights, encompassing balance status, payment histories, and amortization schedules.
- Oversaw the handling of substantial volumes of sensitive customer documentation, maintaining strict compliance with applicable federal, state, and investor regulations.
- Ensured strict confidentiality of personal financial and legal information across electronic systems and physical files.
- Performed data entry, tracking, and case notation across multiple internal systems to support audits and reporting requirements.
- Managed the preparation, generation, and processing of official correspondence and account documentation to ensure compliance and accuracy.
- Streamlined case issue resolution by acting as a liaison among internal departments, enhancing processing timelines.
- Executed training demonstrations and instructional sessions, fostering a deep understanding of company procedures.
- Assisted with training and onboarding activities by maintaining and updating training materials, preparing instructional documents, supporting recruitment of training participants, and providing guidance during training sessions.
- Coordinated and executed inbound and outbound communications, effectively resolving inquiries and managing escalations to maintain operational efficiency.
Education
General Education
San Bernardino Valley College
San Bernardino, CAHigh School Diploma -
Redlands East Valley High School
Redlands, CA06-2006
Skills
- Case Intake Processing & Documentation
- Confidential Records Management & Compliance Adherence
- Data Entry & Database Tracking
- Training & Orientation Support
- Mail Processing & Official Correspondence
- Conflict Resolution & Escalation Handling
- Cross-Department Collaboration
Timeline
Lead Mortgage Loan Specialist
Wells Fargo Home Mortgage
08.2010 - 06.2025
General Education
San Bernardino Valley College
High School Diploma -
Redlands East Valley High School