MONIQUE RICCOBELLI, senior Vice President and home lending operations director at Huntington National Bank, has used the new Dodd-Frank regulation as an opportunity to improve the customer experience for the bank’s 1 million consumer lending borrowers, increasing the transparency of customers’ mortgage information.
Customers now have full access to their mortgage information through new features such as online monthly mortgage statements, and since launching the enhancement, the number of customers accessing their mortgage information online has increased 25%.
Riccobelli managed to make this major improvement while keeping the bank’s costs flat, despite the large demands of the new regulation.
“This project is just one of many examples of Monique being innovative, increasing operational efficiency and — most importantly — doing the right thing for our customers,” a company spokesperson said.
At Huntington, Riccobelli leads the consumer lending servicing function, as well as the home lending fulfillment and call center sales functions. She oversees a team of nearly 300 employees who support the bank’s mortgage loans and home equity loans and lines of credit, which totaled a combined $6.8 billion in 2013.
Riccobelli chairs the mortgage advisory board for Black Knight Financial Services, leading a team of fellow mortgage experts who counsel the company on product compliance.
In the community, she is a leader in hands-on volunteer events, such as working with the local homeless shelter and coordinating fundraising activities for local schools. Riccobelli is also active in her local arts community, where she plays the violin in various local ensembles, including a fundraising activity with the Columbus Symphony.