Servicing

Synthesize technology with a human touch

Drive exceptional agility and customer experience

Elevate the borrower experience and strengthen compliance

Enhancing customer engagement and elevating the customer experience is a top priority for mortgage companies, a trend further accelerated by the global health crisis. If you are looking to drive digital transformation to reduce costs, boost customer experience and tighten compliance in an uncertain environment, we offer the right mix of technology, tools and people to help you achieve your objectives.

Performing Servicing

> Multiple geographies

> 24/7 operations

> Automation enabled solutions

> Global domain experts

> Most comprehensively licensed BPO provider

Default Servicing

> Increase cash flow

> 24/7 deliver complex processes globally

> Reduce costs

> Improve cycle time

Harness our end-to-end and componentized Servicing solutions to streamline operations, elevate the customer experience and catalyze growth. Backed by licenses in all 50 states, we combine six-sigma and ISO driven processes with our global delivery model to enhance efficiencies, reduce cycle time and strengthen compliance. Fueled by Intelligent Automation – a combination of homegrown platforms, intelligent workflow and automation, the solutions help you drive agility and scale while maintaining a laser-sharp focus on quality, governance and customer satisfaction.

Customer-centric omnichannel servicing

Stay Ahead with Sourcepoint

We work with seven of the top 15 lenders, six of the top 15 servicers.

$5 Bn

Loans funded

$3 Bn

Loans recorded

$500 Bn

Mortgages serviced

1 Mn+

Customer interactions

300000+

Delinquent homeowners assisted

Reverse Mortgage Servicing

> Document pooling

> Initial review

> Create, review, update & resolve curatives

> Final review

> Monitor & follow up on HUD status

Reverse mortgage servicing

Incomplete or inaccurate HUD documentation packages such as missing title, typos in the mortgage deed or incorrect property address can prolong claims processing, eroding profitability. Capitalize on the expertise of our reverse mortgage specialists and the power of Robotic Process Automation (RPA) to drive agile HUD claims processing, faster cycle time and higher profitability.

Digitally Empowered Contact Center

As unemployment levels continue to stay elevated and regulatory mandates evolve, borrowers are scared and confused about their way forward. They expect mortgage companies to meet them wherever they are and offer customized support based on their financial situation.

Backed by customer journey mapping and speech and text analytics, DECC helps you deliver personalized omnichannel experiences, improving customer satisfaction and loyalty. It offers omnichannel support – across voice, email, text, social media and chat – reducing borrower effort and optimizing engagement. On the one hand, DECC allows borrowers to move effortlessly between channels, creating a superior experience. On the other, it empowers associates to provide individualized customer support using our Unified Desktop and Next Best Actions.

Audit and Testing Services

> Operations Control

> Compliance Testing

> Audit

Audit and Testing Services

Sourcepoint’s team of professionals bring an average of over 30 years of industry experience, helping servicers maintain regulatory and transactional compliance. Our Regulatory Compliance Audit Framework takes the ‘three lines of defense’ approach – across Operations Control, Compliance Testing, and Audit.

As part of Operations Control, we identify gaps, analyze root cause, and design and implement controls to ensure that processes meet regulatory and operational requirements. Compliance Testing encompasses evaluating the effectiveness of existing controls, assessing compliance with regulatory mandates, identifying risks, and tracking remediation measures. Finally, we perform independent Audits to gauge whether operations and compliance functions are performing optimally and report the findings for continuous improvement.

Performing Servicing

End to end

> Loan Boarding

> Loan Administration

> Lien Release and Assignment

> Quality Control and Compliance

Performing servicing

Streamline operations, enhance compliance, and catalyze growth with our digital-first solutions. We combine our industry-leading servicing license profile with six-sigma and ISO-driven processes to drive superior efficiencies and customer service. With the help of our hybrid global delivery model, you can access round the clock support and reduce cycle time. Our compliance consulting organization is staffed by industry experts to help you maintain laser-sharp focus on rigorous quality, governance and customer satisfaction.

Default Servicing

> Loss Mitigation

> Foreclosure Support

> Bankruptcy Support

> Claims Management

End to end default management

Tap into our industry-leading servicing license profile and customizable process models to rapidly transform and scale your operations. Our end-to-end or component-based digital solutions backed by six-sigma and ISO-driven processes help reduce costs and deliver exceptional customer experiences. Industry experts ensure rigorous quality and governance through a milestone-based examination of servicing activities. Our hybrid delivery model ensures round the clock support to reduce cycle time, improve customer satisfaction, and outperform in a tough environment.

Reverse Mortgage Servicing

> Document pooling

> Initial review

> Create, review, update & resolve curatives

> Final review

> Monitor & follow up on HUD status

Reverse mortgage servicing

Customer Experience

Omnichannel Customer Service

> Customer Service

> Collections

> SPOC

Omnichannel customer service

Backed by customer journey mapping and speech and text analytics, Digitally Empowered Contact Center (DECC) helps you deliver personalized omnichannel experiences, improving customer satisfaction and loyalty. It offers omnichannel support – across voice, email, text, social media and chat – reducing borrower effort and optimizing engagement.

Audit and Testing Services

> Operations Control

> Compliance Testing

> Audit

Audit and Testing Services

Pivot to digital-first

In addition to normal servicing, mortgage servicing in the post-COVID world demands heightened customer centricity. On the one hand, forbearance, default, and foreclosures are on the rise due to consumers facing financial hardships precipitated by the pandemic. On the other, consumers are also increasingly venturing into the home buying market, as they spend more time at home with their families. Our servicing solutions integrate Automation with Digitally Empowered Contact Center (DECC), harnessing the best of what technology and humans have to offer to enhance the customer experience.

Explore insights

National mortgage servicer works with Sourcepoint to reduce CFPB complaints by 50%

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

Resource Type

Servicing

Synthesize technology with a human touch

Elevate the borrower experience and strengthen compliance

Performing Servicing

Default Servicing

Customer-centric omnichannel servicing

Stay Ahead with Sourcepoint​

$5 Bn

$3 Bn

$500 Bn

1 Mn+

300000+

Reverse Mortgage Servicing

Reverse Mortgage Servicing

Reverse mortgage servicing

Digitally Empowered Contact Center

Audit and Testing Services

Audit and Testing Services

Audit and Testing Services

Performing Servicing

End to end

Performing servicing

Pivot to digital-first

Explore insights

Blending digital with the human touch for servicing success: Unlocking the ‘HOW’

National mortgage servicer works with Sourcepoint to reduce CFPB complaints by 50%

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

We’d love to hear about your current business needs and where you’re headed.

Services

Digital Operations

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Stay Ahead with Sourcepoint