Laura Gutierrez

I’m a highly-enthusiastic, results-driven Customer Service and Federal Programs Specialist with over 15 years of experience supporting clients, applicants, and stakeholders in federal agencies, public assistance programs, and disaster recovery initiatives. I’m known for accuracy, clear communication, and problem-solving under strict federal and state regulations.

Since 09/2020, I’ve worked as an SBA Disaster Recovery Specialist GS-1101-07 Step 2, handling customer inquiries for federally declared disaster loan programs and preparing written email responses. I assist with loan closing documents, guide borrowers through disbursement, process borrower payments, and use multiple systems to research, document activity, and generate reports.

Starting May 19, 2025, I’ll expand into a Technical Service Unit role supporting workers, lenders, and borrowers through the SBA portal—covering registration, password/PIN resets, account recovery, and activation support for PPP and Restaurant Revitalization Fund accounts. I’m comfortable troubleshooting login and access issues with efficiency and accuracy, and I also train and support new employees.

Previously, as a Department of Children and Families Economic Self-Sufficiency Specialist I (03/2007–07/2019), I interviewed applicants, determined eligibility for Food Stamps, Medicaid, and Cash Assistance, and ensured compliance with state and federal rules using electronic eligibility systems. I balanced high-volume caseloads, reported suspected fraud or identity theft, mentored new staff, and maintained strong client relationships—always pairing compliance with empathy.