Sourcepoint remotely deploys, integrates and scales customer intelligence solution for a top-5 US mortgage company

Background

The client is a full-service lender operating in all 50 states, with expertise in VA, FHA, USDA loans as well as conventional mortgages. The company caters to more than 1 million customers.

Business challenge

More than a year ago, Sourcepoint remotely deployed and integrated firstCustomer Intelligence (FCI) with the client’s AWS solution, to expand its operational view beyond traditional customer surveys and performance metrics. The solution helps gather multi-dimensional insights across four major pillars: quality and risk, associate performance, business intelligence and customer experience. In the wake of the coronavirus pandemic, the client shifted its associates to a remote workforce model. Monitoring associate performance remotely was more critical than ever before, especially in the face of emerging customer behaviors and regulatory requirements.

Sourcepoint solution

The FCI team has been partnering with clients across geographies and domains for over eight years now. The team remotely collaborates with globally distributed clients to analyze millions of unstructured customer conversations and consistently deliver outcomes that matter.

In 2019, when the client wanted to gather insights into its customer experience, Sourcepoint leveraged its remote implementation model. Distributed teams of process and development experts, based in India, collaborated with the client’s stakeholders in the US to design and deploy FCI. Subsequently, in the wake of COVID-19, with changing government norms, company policies and remote working, the client faced multiple challenges including:

  • Handling the sudden surge of borrower calls asking for forbearance assistance under the CARES Act
  • Ensuring compliance with the CARES Act.
  • Tracking and adhering to constantly changing guidance from multiple sources.
  • Managing borrower expectations.

The client wanted to monitor all COVID-19 related interactions for quality and adherence. Sourcepoint remotely analyzed loans in foreclosure to develop customized, near real-time reporting dashboards to track compliance levels, customer experience and associate coaching opportunities.

Business impact

Enhanced ability to track guidelines shared with customers and correct account tags, helping the client identify the following critical data:

  • 15% of contact center interactions were COVID-19 related.
  • with 8% customers requesting for payment assistance.
  • 20% of borrowers in active fore – closure were impacted by COVID-19.
  • Focused coaching to enable:
    • Strict associate adherence in providing information around forbearance terms and conditions.
    • Accurate tagging of COVID-19 impacted accounts.
    • Script adherence on payment assistance calls.
  • COVID-19 red alerts to proactively engage unhappy borrowers.
  • Tracking repeat callers and reasons for the call – on active forbearance accounts.

With the initial forbearance terms coming to an end, the FCI team is currently creating new custom dashboards to track the collections conversations and identify new areas of opportunity: borrowers wanting to understand their repayment options, collection calls and loss mitigation conversations.

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