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.
• 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

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.
• 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