Rusty Hansen
Rusty has consistently delivered operational results in several financial services, mortgage servicing, mortgage lending, and appraisal management companies ranging from $55M to $500M businesses. Consistently engaged to modernize technological infrastructure, instituting digital transformation, aligning business and IT, initiating turnarounds, and maximizing business growth. The following are a few benchmark examples of his performance:
Turnaround
Despite strong investment in the above client’s call center’s technology and leadership, performance declined for nine months. Retained by the President to reverse trends. Created a strategy over six weeks, then gathered metrics, conducted interviews, scheduled meetings, and researched documentation on features/scoring methodologies. Communicated performance targets and revised incentive plans/agent scheduling. This plan transformed the call center culture, reduced the abandonment rate by 51%, increased efficiencies by 37%, improved calls answered within 60 seconds by 47%, and lowered overall costs by 8% due to productivity and staffing strategies
IT Strategy
A mortgage lending client had made several technology investments but was not realizing improvements or adoption. Recruited by the President to implement a POS portal, fee engine, and robotic process automation. Within two months, interviewed stakeholders/ELT, crafted a project pipeline with 90 milestones, and proposed forming an Execution Committee and Implementation team. All projects were completed on time and on budget, which reduced technology costs by 28% per loan; received an ICE Mortgage Technology Hall of Fame award in 2019 as a result.