Servicing

Streamline mortgage servicing and compliance

Drive omnichannel borrower experiences

Experienced resources coupled with innovative Mortgage Servicing Solutions

Providing a seamless borrowing experience across channels is critical to customer experience success. This requires the support of the right people, technology, and streamlined processes.
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

Tap into our industry-leading Mortgage Servicing Solutions to achieve these objectives. We blend industry-leading mortgage servicing license profile with six-sigma and ISO-driven processes and 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.

Customer-centric omnichannel mortgage 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

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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.
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.

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 mortgage 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.

From outsourcing to innovation: partnering to revolutionize mortgage servicing

HFS Point of View

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 Mortgage 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

From a US-based servicing operation to four modern global locations in less than 10 months

Why it will always be people-first in Mortgage Servicing

Why it’s time to rethink Mortgage Servicing

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