Kristina Van-Vida Email & Phone Number

-Develop key infrastructure policies, including loan status communication, secure wiring protocols, and closing appointment procedures, enhancing operational transparency and efficiency.-Design and implement tools for quality control, such as scorecards and templates for Performance Improvement Plans (PIPs), SMART goals, and 30/60/90-day team development.

Built and maintained strong relationships with real estate agents to drive business growth and expand market presence.Ensured smooth communication and transparency with agents through regular updates during the loan process.Delivered exceptional customer service, optimizing loan pipelines and team coordination for maximum efficiency.Utilized.

Provided in-depth knowledge of lending programs, policies, and regulations to deliver exceptional customer service.Resolved consumer concerns related to loan processing and underwriting.Developed creative solutions for complex loan conditions and represented the company to key stakeholders.

• Fostered a cohesive and high-performing team through strategic recruitment, nurturing talent, and cultivating a positive work culture.
• Led a team of 8-16 Client Advocates focusing on operational excellence and loan manufacturing
• Assisted in developing and streamlining a comprehensive training program for the Consumer Direct Department.
• Developed a monthly themed team-building exercise aimed at fostering team camaraderie, enhancing communication, and efficiently building essential teamwork skills.
• Conducted audits and analyzed productivity metrics to proactively optimize efficiency and maintain excellent customer service standards.
• Conducted monthly One-on-Ones with team members and provided coaching and career development insights.

• Proactively fostered strong relationships with Mortgage loan brokers to drive business growth and expand the organization's market presence.
• Ensured a seamless and well-informed partnership with Mortgage loan brokers by maintaining proactive and transparent communication throughout the entire loan process.
• Efficiently managed pipelines and coordinated team efforts to optimize the loan process.

• Efficiently managed and maintained a loan pipeline between 50-95 loans.
• Consistently achieved an average of 45+closed and funded loans per month.
• Demonstrated effective communication skills by providing clear explanations of the loan process to consumers and delivering timely updates, ensuring an outstanding customer experience.
• Continuously expanded and deepened knowledge in lending programs, policies, and regulatory requirements, fostering ongoing professional growth.
• Demonstrated proactive de-escalation techniques to effectively address, resolve, and respond to consumer concerns during the loan processing and underwriting approval stages.
• Implemented loan modifications to align with federal lending guidelines and the organization's overlays in response to complex loan issues.

• Spearheaded the leadership of a team consisting of 8-16 brand new employees, many with limited mortgage experience, facilitating their smooth integration into the organizational culture.
• Played a key role in training and orienting the team members to the proprietary Loan Origination System (Octane)
• Fostered employee growth and skill development through monthly One-on-Ones with team members, providing personalized coaching and valuable career development insights.
• Efficiently coordinated and facilitated weekly team meetings to ensure effective communication of organization initiatives, while assessing and addressing team needs to optimize productivity.
• Oversaw team communication channels and promptly addressed all inquiries from team members, delivering informative responses and constructive feedback during Zoom meetings.
• Proficiently managed productivity and conduct concerns, employing strategies such as Performance Improvement Plans, SMART goals, and disciplinary action when required.

• Efficiently managed and maintained a loan pipeline ranging from 20-70 loans.
• Consistently achieved an average of 32+ closed and funded loans monthly.
• Enhanced customer service skills for both internal and external customers, while cultivating robust de-escalation practices.
• Consistently pursued professional growth by continually expanding knowledge in lending programs, policies, and regulatory requirements.
• Proactively addressed complex loan issues, aligning with federal lending guidelines and the organization's overlays through effective loan modifications.
• Cultivated leadership abilities, leading to a position on the leadership team and successful management of former peers.

Rock Hill SC

Provided crisis support and therapeutic oversight to staff and residents (ages 3-21).Led individual and group sessions focused on grief, healing, and social skills.Collaborated with Child Services Coordinator to address residents' emotional and physical needs.Trained staff on child care and person-centered approaches.

Rock Hill, South Carolina, United States

Developed and led an Independent Living Program for adolescents in group care.Managed cases for up to 20 residents, coordinating service plans and appointments.Provided on-call support to staff and fostered teamwork through meetings and events.

Charlotte, North Carolina

Greenville, South Carolina Area

Washington, District Of Columbia, United States

Msw, Mental Health

Bachelor Of Arts, English Literature And Language

Activities and Societies: Co-Founder of the Safe Zones Project