Providing a seamless borrowing experience across channels is critical to customer experience. This requires the support of the right people, technology, and processes.
That’s why mortgage providers and mortgage servicing companies are tapping into our industry-leading Mortgage Servicing Solutions. We blend an industry-leading mortgage servicing license profile with six-sigma and ISO-driven processes. And we offer milestone-based tracking of loan servicing activities to drive superior efficiencies and customer service. What’s more, you can provide round the clock support and reduce cycle time with our hybrid global delivery model. Industry experts in our compliance consulting organization help maintain a laser-sharp focus on ensuring rigorous quality, governance, and customer satisfaction.
We work with seven of the top 15 lenders, six of the top 15 servicers.
Delinquent homeowners assisted
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.
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.
HFS Point of View
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 Mortgage Servicing Outsourcing 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.
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