Strategy

Rather than functioning on multiple servicing operations or business segments - one for performing first mortgage, another for junior liens, and a third for distressed assets — we've consolidated our best practices of each into a single special servicing unit. This allows each team, such as collections, loss mitigation, foreclosure, bankruptcy, and REO, to maintain a laser-like focus on performing their specific functions. This consolidation leverages our people, processes, and advanced technology platform to create advantages for our clients.

Here’s how we do it:

People

• Single management structure aligned by function, not product.
• Ability to shift resources as products cycle or landscape changes.
• Leverage knowledge and technology across multiple products and business lines.
• Ability to leverage resources to increase scale quickly for any product line or large incoming acquisitions.

Processes

• Single processes to service debt, regardless of the product type.
• Processes can be customized to meet specific client needs.
• Leverage best practices to all products.
• Single points of contact for third party clients.
• Focused to meet customer, investor, and client needs.

Technology

• Seamless across client’s multiple accounts.
• Multi-brand support.
• Scalability, tested up to 10 million loans.
• Intuitive workflow process structures and exception processing capabilities.
• Multiple data mining avenues and reporting vehicles.

Client Relations

• Each of our clients is assigned a client advocate, who is the main point of contact, for each account. They are responsible for monitoring portfolio activity, answering questions, and managing action items.

Client Management

• Stay up-to-date regarding your requests and future direction.
• Manage issues and requests regarding overall objectives.
• Research issues within the business units.

Borrower Management

• Handles elevated loan-level issues.
• Researches the issue within the business unit.
• Tracks issues through resolution.

Service Level Agreement (SLA) Management

• Communicates SLAs to ensure reporting is in place.
• Compiles SLA reports and monitors them for compliance.

Reporting Management

• Communicates reporting requirements to business units.
• Ensures reports are submitted timely and with correct information.
• Client Satisfaction Management.
• Administers program to solicit satisfaction data from clients.
• Researches issues within the various business units and tracks through to resolution.
• Provides reports to the business units.

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