Vasthi Rivera Email & Phone Number

Palm Bay, Fl, Us

July 22, 2022

Palm Bay, Florida

Palm Bay Florida

▪ Directs and oversees 100+ seat department of loan processing agents with results that meet and exceed quality and compliance targets▪ Coordinates with all stakeholders (vendors, operations, technology, HR, facilities, etc.) to ensure timely and high-quality production floor deliverables▪ Accountable for assuring the quality of business results, continuous improvements, knowledge capture, automation and standardization▪ Continuously develops a strong group of team leads and supervisors who are responsible for answering agent questions, guiding agents through difficult calls or issues, and handling complex issues that cannot be fielded by the agents▪ Provide one on one coaching sessions to evaluate individual performance in relation to short term and long-term business objectives▪ Organize and lead meetings with our vendors to go over weekly metrics and productivity; coordinate with vendors on achieving departmental success▪ Responsible for assisting with the training and development of new hires; conducting side by sides and providing real-time coaching / feedback

Melbourne, Fl

▪ Coordinated with underwriting in order to respond to internal/external quality audit requests ▪ Performed detailed coaching and evaluation sessions with staff to ensure our loan files are complete and accurate▪ Implemented strategies and developed solutions to solve complex problems that may have a detrimental impact on day to day processes▪ Monitored reporting and analysis around various metrics within the mortgage assistance organization to assess performance

Melbourne, Florida Area

▪ Completed objectives and maintained high production related to proper evaluation and documentation of loan conditions and communicating decisions▪ Interacted with customers, brokers, title companies, and attorneys to facilitate delinquency resolution through Loss Mitigation, consultation, and collection efforts to avoid foreclosure▪ Assisted colleagues and management with questions regarding our daily procedures and work flow processes▪ Selected as a subject matter expert to help aid in the rollout of the mortgage processing role to the Jacksonville site; provided best practices as well as key coaching opportunities observed with new hires to site leadership▪ Determined reasons for non-payment, negotiate payment arrangements, offer suggestions to customers on how to meet their obligations and advise them of the possible consequences of not meeting the obligations▪ Compiled data, produced reports, resolved errors, and made calculations and/or adjustments regarding customer accounts▪ Achieved the highest standard of world class customer service via quality monitoring evaluations and customer satisfaction surveys▪ Assisted management in conducting daily huddles with staff and conveying any updated information such as new policies or procedures