Ryan Ostrowski Email & Phone Number

Livonia, Mi, Us

Detroit, Michigan, Us

The Vendor Oversight Manager partners with external vendors to ensure that service-level agreements (SLAs) are adhered to and that we are delivering the best-in-class client experience consistent with RKT’s standards. Leveraging data, reports and performance metrics, the Vendor Oversight Manager will identify areas for improvement and communicate these areas to the vendor and leadership.· Responsible for ensuring performance standards are met by vendor including its contractors and that SLAs are adhered to.· Manage and monitor complaints related to vendor and sales team members; track and report on issues identified and recommend remediation including removal of contractor or team member.· Report on performance metrics from vendor tied to compliance and contractual SLAs.· Perform oversight of vendor and sales team training, onboarding, monitoring and performance· Meet weekly with vendor to discuss issues identified, improvements or changes to program, removal or approval of contractors, client complaints and survey results.· Review pipeline to ensure work is progressing as expected with vendor.· Conduct QA on sampling of completed projects (from initial quote to permission to operate)· Document monitoring and oversight of vendor and report weekly to executive leadership, Compliance and General Counsel· Escalate issues that may cause a significant reputational, financial, regulatory, or legal risk to appropriate business partners and teams.· Communicate issues or findings in a clear and concise fashion so we can best protect the business.· Continually evaluate and revise, when necessary, the oversight process for optimal efficiency and effectiveness· Build and maintain professional relationships with vendors and leaders within the business.· Analyze existing business processes to uncover areas of opportunity, in order to provide recommendations for improvements that will allow for us to meet our personal, team and company goals.

Detroit, Michigan, Us

Analyze existing business processes to uncover areas of opportunity, in order to provide recommendations for improvements that will allow for us to meet our personal, team, and company goals.

Detroit, Michigan, Us

· Review team member feedback to determine if there was a coaching, technology, training, process, or resource opportunity.· Research and provide the team member feedback to the appropriate team to review the opportunity.· Knowledge of our internal systems to determine if the feedback is valid/invalid and be able to provide an explanation.

Detroit, Michigan, Us

· Maintain a hotlist of client loans and ensure they get to closing on time.· Ability to multitask.· Maintain excellent verbal/written communication skills with clients, Real Estate Agents, and internal team members.· Ability to problem solve and assist client in getting the proper documentation needed to close their loan.

Detroit, Michigan, Us

· Review CCS calls· Provide coaching feedback to team members.· Assist new communication team members in call lab.· Create fun and interactive trainings for team members.· Develop coaching program for HUNT/Schwab/Escalation teams. · Completed Leadership Wingman Program for Refinance 04/21/17.· Promoted to Senior Amaze U Coach (February 2018)

Detroit, Michigan, Us

· Review Purchase Specialist calls.· Provide training feedback to team members.· Assist new team members in call lab.

Detroit, Michigan, Us

· Maintain a hotlist of client loans and ensure they get to closing on time.· Ability to multitask.· Maintain excellent verbal/written communication skills with clients, Real Estate Agents, and internal team members.· Worked on specialty teams for Relocation and the coverage team (Pit Crew).· Ability to problem solve and assist client in getting the proper documentation needed to close their loan.

Detroit, Michigan, Us

· Maintain a hotlist of client loans and ensure they get to closing on time.· Contact clients and retrieve documents needed for loan processing.· Ability to multitask.· Maintain excellent verbal/written communication skills with clients and internal team members.· Ability to problem solve and assist client in getting the proper documentation needed to close their loan.**Promoted to Senior Client Care Specialist (April 2014)

Bachelor'S Degree, Criminal Justice/Police Science

Associate'S Degree, Criminal Justice/Police Science