Robert Silvestri

Oversaw GNMA Late-Stage Delinquency for MSF's VA Portfolio, managing call campaigns, workforce, and productivity tracking. Increased productivity and revenue within 60 days, improving customer satisfaction and payment/call ratio from 13.76% to 24.59%.

Managed the Retention/Loyalty Department across two locations, training and mentoring a team of managers and staff. Increased conversion/save rate from 10.26% to 34.50% by implementing sales strategies and account ownership.

Led a team of Loan Originators, driving daily, weekly, and monthly production and improving application to fund conversion rates from 33% to 60%. Collaborated with leadership and marketing to enhance call coaching, customer experience, and implement sales contests.

Led a team of Loan Officers, driving production and customer satisfaction while maintaining the Pulte Price. Achieved #1 in production for loan retention and mortgage satisfaction, managing a pipeline of over 1,260 loans monthly.

Oversaw lending functions, partnering with sales, underwriting, and closing to drive loans to funded status. Managed processing operations for various loan types, ensuring efficient communication and meeting closing dates with 0% employee turnover.

Oversaw the Customer Retention Department across two locations, training and mentoring managers and staff. Improved audit approval processes, developed key metric reporting, and increased pull-through of final modifications from 19.80% to 44.50%.

Managed an area of FHA, VA, and Conventional Underwriters and Closers, leading loan production activities and operations. Decreased overall SLAs on refinances and purchases by 50% and implemented weekly training calls to improve quality.

Grade: 3.5 GPA

Activities and societies: Phi Theta Kappa

Completed an Associate of Arts and Applied Sciences degree in Business. Achieved a GPA of 3.5 and was a member of Phi Theta Kappa.