Ivonne Rodriguez Email & Phone Number

Responsible for new loan setup of purchased loans serviced by others into SBO2000 (LSBO management system).Reconciled monthly servicer remittance reports in LSBO system within established KPI’s and goals.Validated index rates in LSBO system.Researched fee disputes and mortgage servicing inquiries by borrowers/third-parties for resolution within established SLAs. Also served as the only Spanish-speaking specialist.Processed daily mail and deposited recovery/restitution checks received to appropriate GL accounts.Reviewed updates to department procedures.Assisted in special projects supporting other areas of the bank (i.e. SBA PPP; Bank Operations Support).

Validated and approved individual loan Loss Share claim certificates to ensure compliance with FDIC guidelines and the Single Family Share Loss Agreement which contributed to the collective achievement of no audit findings for the entire ten year period of Loss Share.Created and validated updates to department procedures.Created department material/tools for use by the department for reconciliation/validation of claims in system.Assisted in validation of the monthly Loss Share certificates/reports for submission to FDIC.Testing liaison with IT Department for Loan Sphere New Loan Boarding, MSR Flow Post Funding Tool, and Loss Share Claims Portal maintenance and overhauls; created test scripts and executed testing to reduce risk and increase efficiencies.Responsible for new loan boarding into Black Knight using Loan Sphere Loan Boarding.Created and mailed notice of transfer of loan servicing letters to ensure compliance with CFPB regulations.Maintained the activity logs for tracking of workflow.Collaborated with MSR Flow sellers to ensure receipt required loan files/documentation within SFTP site.Assisted in special projects to support other areas of the bank (i.e. monthly HELOC end-of-draw notices, QA review of monthly loan statements, etc.)

Managed job functions of 11 Residential Sales Support Coordinators in a call center environment.Implemented quality control processes and procedures to mitigate bank losses in pricing of loans.Assisted in the creation of monthly incentive goals, productivity reports and department procedures.Facilitated rate lock-in training for new Retail Loan Officers and other personnel from departments within the division.Testing liaison with IT Department for LoanQuest (LOS) maintenance and overhaul; creation and executed testing of the B2B system to reduce risk and increase efficiencies.

Conducted daily quality control of processed rate lock-ins mitigating bank losses and ensured loan program eligibility.Distribution and rotation of employee daily workload.Assisted in the creation of department procedures / training materials.Trained newly hired Retail loan officers and personnel from other departments within the division with rate lock-in procedures/pricing.Trained and prepared coworkers to respond to customer questions and troubleshoot problems.Testing liaison with IT Department for LoanQuest (LOS) maintenance and overhaul; created test scripts and executed testing of the B2B system to reduce risk and increase efficiencies.

Top producing coordinator with little to no errors.Assisted 80+ customers per day, providing assistance in loan scenario/program eligibility, loan pricing, and general loan status questions throughout the process.Met monthly incentive goals.Maintained strong knowledge of banking regulations and institutional policies and procedures to better assist customers with loan pricing, origination, and loan scenario questions.Provided support for ten satellite operations centers, Account Executives, mortgage brokers, and in-house Retail Loan Officers.Collaborated in the new hire training for the department.