Ryan Drost Email & Phone Number

Olmsted Falls, Ohio, United States

Olmsted Falls, Ohio

Provide support and coaching to agents to assist in improving the customer experience. Specialized in improving sales performance in the department. Create and update reporting for daily productivity of the department. Coordinate with other departments to resolve customer issues.

Strongsville, Oh

Review and analyze customer service calls in the consumer division. Providing scoring and feedback to the associates in the call center in order to further improve the quality of customer service.

Managed a team of Home Service Specialist Processors in the mortgage loan fulfillment department. Reviewed mortgage loan applications prior to proceeding to closing to ensure quality of the associate's work. Provide guidance and coaching to associates when complications occurred in the processing of a loan.

Worked with the Home Service Specialist Processors to complete initial credit decisions, review mortgage loan conditions & documents, and complete final approval reviews to facilitate the loan process to completion for the benefit of the customer.

Partnered with management staff in various departments to complete monthly quality listening reviews of the analysts' customer contacts and provide coaching feedback to the associates.

Complete monthly reviews of the quality of work completed by analysts while providing feedback and coaching to the associate and line of business to ensure appropriate management of credit lines.

Review consumer accounts to evaluate approval on credit line increases, reopening requests, and risk reduction to mitigate risk to the bank.

Oversee and initiate programs to increase associate satisfaction. Create new procedures to address written executive complaints and processing of management escalated calls. Gather and evaluate associate survey data to present root causes and possible solutions to associate dissatisfaction.

Facilitate weekly team meetings to update education information and provide a consistent lending philosophy message to the associates and management in the department.

Developing application information with the customer to determine the appropriate decision for the application and cross-sell products best suited for the customer.

Developed information on small to medium sized commercial businesses to provide credit cards and credit lines for the business owner in the business name.

Manage a portfolio of accounts in default status. Worked with cycle partners to strategically plan the best method for bringing a customer current on their account and obtaining goals set by the department.