Mortgage Servicing Solutions

Our Servicing Solutions suite combines industry-leading servicing and collections licenses with six-sigma and ISO-driven processes, and milestone-based tracking of servicing activities to take your business to the next level. Our hybrid delivery model enables you to benefit from the perfect balance of on-shore and off-shore delivery coupled with automation to drive maximum efficiencies.

Sourcepoint leverages proprietary cloud-based platforms embedded with Artificial Intelligence (AI), Machine Learning (ML) and Natural Language Processing (NLP) based speech and text analytics tools, enabling your servicing operations to harness the power of intelligent automation and analytics. The result: reduced cost and exceptional customer experience.

Optimize your mortgage servicing operations from Loan Boarding through Lien Release: reduce operating expense, enhance borrower experience, boost retention rates and drive digital transformation.

Mortgage Servicing Solutions

 Loan Boarding

  • New Loan Setup, Tape Review & Cracking
  • Image StacX - a cutting edge technology-based solution to automate document classification, streamline indexing and audit the entire loan file.
  • Welcome Calls & Correspondence
  • MERS Tracking
  • Reconciliations for Service Transfers & Corporate Advance Invoices
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 Loan Administration

  • Cashiering: Exception Processing
  • Escrow Administration including automated document indexing and tagging, MI, Hazard & Tax Monitoring, Tax Payment Verifications, and Invoice Management & Disbursements
  • Correspondence
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 Lien Release

  • Title Research Services for Mortgage Verification and/or Assignment Verification Reports (AVR)
  • Document Preparation
  • Notary & Signing Services
  • Recording Services including eRecording where available
  • Tracking, Follow-Ups & Robust Reporting
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 Quality Control & Compliance

  • Call Quality Monitoring (CQM) Programs including compliant monitoring, call sampling and firstCustomer Intelliigence - a next-gen speech and text analytics tool that monitors borrower interactions across all channels, providing daily insights
  • Risk and Governance Reviews
  • Data Integrity Audits
  • Mock Audits
  • Counter-Party Due Diligence including Subservicer Due Diligence
  • Change Management
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 Omnichannel Contact Center & Collections

  • Leverage Global Call Centers staffed by bi-lingual agents to provide 24-7 customer service. Close to 3 million calls serviced in 2019.
  • Reduce overall customer service expense by up to 20% while empowering your borrowers to interact on a channel of their choice, including chat, email and text.
  • Chat and ChatBots with live agents providing real-time customer support to reduce cost to serve.
  • Boost borrower retention rates by tapping into robust Lead Generation services managed out of our US-based call centers.
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 Digital Transformation

  • Harness the power of Intelligent Automation to automate workflows and processes, transforming your operations using RPA, AI and Machine Learning
  • Automate document classification and data extraction with proprietary Image StacX platform leveraging OCR, ML, AI & Computer Vision
  • firstCustomer Intelligence (FCI) powerfully sifts through data to deliver rich customer insights across all channels on a daily basis – understand where and how to leverage digital channels
  • Enhance your borrower’s experience by engaging with them at the right place and at the right time by enabling digital communication channels such as Text and Chat through Sourcepoint’s firstChat platform
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Digital Transformation for Mortgage
firstCustomer Intelligence (FCI) : Leverages Natural Language Processing (NLP) to provide insights into CX and agent performance and identify opportunities to deflect calls to digital channels. FCI also acts as a bridge to transform traditional call centers into modern Omnichannel Contact Centers, saving servicers up to 20% while providing borrowers the opportunity to engage on a channel and at a time of their choice.
Intelligent Automation : Underpinned by multiple RPA platforms, including Automation Anywhere, UI Path and Blue Prism, Sourcepoint’s solutions and CoE teams support robust process mapping and workflow analysis to identify opportunities ripe for automation, and provide component scripting, maintenance, monitoring services and exception handling.
Image StacX : Utilizes Artificial Intelligence, OCR, Computer Vision and Machine Learning to recognize and classify documents accurately within minutes.
Digital Lead Generation : Enables mortgage servicers to increase borrower retention through automated email offers backed by voice support, and customizable marketing campaigns across voice and digital channels.

To learn more about how Sourcepoint can help you drive digital transformation for superior borrower experience and competitive advantage, contact us.

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