Chris Rivers Email & Phone Number

Grand Rapids, MI, US

Grand Rapids, Michigan, US

• Responsible for overall productivity and quality metrics of inbound call center, special loans and mortgage discharge team, and e-services team (23 Direct FTE)
• Analyze and rectify escalated member issues using established procedures
• Manage Special Loans team responsible for assumptions, recast modifications, mortgage discharges, partial releases, subordinations, ARM audit, Successor in Interest, SCRA, and FHA audit doc procurement.
• Ensure mortgage discharge team meets turn times and documentation standards to comply with state requirements
• Build partner relationships with existing technology providers and vet out new providers for technology and print media
• Coordinate with other business units to align procedures and ensure consistent open communication

Ann Arbor, MI, US

• Formerly Cole Taylor Bank Mortgage
• Originate wide array of mortgage loan products to meet specific customer needs including Conventional, Government and First-Time Home Buyer grant programs
• Experienced in outbound call center environment for lead generation and loan fulfillment
• Build new realtor relationships through social media and networking groups
• Partner with local branch network to serve as mortgage liaison for new and existing customers and take advantage of cross-sell opportunities
• Collaborate with management to create First-Time Home Buyer sales presentation for housing expos and events

Notary Signing Agent specializing in mortgage loan closings

Pittsburgh, Pennsylvania, US

• Responsible for originating quality loan applications including: Conventional, HARP, Jumbo, VA and FHA products.
• 36M average annual funding with average 230 basis points of top line revenue
• Experienced with inbound and outbound call center lead generation and applications
• Ensure a high customer satisfaction rating by maintaining a professional attitude & responding quickly to customer concerns

Pittsburgh, Pennsylvania, US

• Responsible for overall productivity & budgetary performance of a 23-person inbound/outbound call center & ops team
• Responsible for managing key metrics and reporting for call center team
• Further developed an inbound/outbound call center team adjusting staffing needs as dictated by volume
• Instrumental in developing and implementing policies and procedures to increase efficiency and improve quality metrics
• Improved outbound call strategies to increase marketing response and pull-through by 5-7%
• Worked closely with Product Development Team to expand production opportunities by 15%

New York, New York, US

• Managed inbound/outbound sales call center team responsible for loan modifications as well as new loan originations
• Responsibilities include call center management, metrics reporting, loan registration, servicing updates, processing, underwriting, closing, funding, and post-close audit of Conventional refinance and purchase.
• Responsible for overall productivity & budgetary performance of inbound sales & ops teams consisting of 17 employees.
• Consistently exceeded unit and volume goals while supporting high quality loan production
• Managed Loan Modification Sales/Ops Unit that generated 2006 production: Units-2,064; Volume-$553M
• Led Streamline Refinance Unit responsible for upfront sales, processing, closing, compliance audit and funding of production Units-650; Volume-$85M

New York, New York, US

• Supervised inbound/outbound sales call center and operations teams consisting of full-time and temporary staff ranging from 10-40 employees, dependent on campaign and production volume.
• Participated in the development of a streamlined refinance program including procedural development, hiring, training, system development and product expansion. Team production for the years 2003-2005: Units-58,011.
• Responsibilities include call center management, key metrics reporting, loan registration, doc prep, processing, closing and funding.
• Managed Loan Modification inbound/outbound sales call center generating total production for 2004-2005: Units-16,496; Volume-$4.8B
• Staffed and trained new sales and operations teams for fulfillment of new and existing servicing assumption transactions