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Page 1: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

Services & Solutions for the Mortgage Industry

Page 2: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

2© Sourcepoint | Confidential | November 4, 2019

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Agenda

Sourcepoint Overview

Business Operations Solutions

Compliance & Process Consulting

First Chat

First Customer Intelligence

First Smartomation

Page 3: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

3© Sourcepoint | Confidential | November 4, 2019

Picture goes here Sourcepoint Overview

Page 4: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

4© Sourcepoint | Confidential

About Our Mortgage Solutions

Sourcepoint offers transformation solutions across the mortgage value chain.

Productized Solutions

Global DeliveryCapabilities

Diverse TalentPool

Mortgage DomainExpertise

End-to-end and component mortgage solutions

Omnichannel customer contact with analytics for originators and servicers

Right-shore delivery -Onshore or Offshore designed to your unique specifications

Customer-centric solutions enabling you to stay ahead in the rapidly changing mortgage market

Most comprehensive set of licenses in the mortgage outsourcing industry. Uniquely positioned for the current market and future growth.

Mortgage Processing States Licensed: 50 + DC, PR and VI Fully Licensed Nationwide

Servicing States Licensed: 50 + DC, PR and VI

Title States Licensed: 35 Compliant in 50 states

Debt Collection 50 + DC, PR and VI

Proprietary Technology SolutionsMORTGAGE VERTICAL PRESENCE

CO

RE

CO

MP

ETEN

CIE

S

Automation & Robotics

Customer Management

Business Process Management

Analytics

Origination Post-Closing Servicing Default

Transaction Management

Consulting

(non exhaustive)

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© Sourcepoint | Confidential | November 4, 2019 5

Productized Solutions

Robotic Process Automation

Customer Experience Analytics

OmnichannelCustomer Contact

End-to-End Loan Fulfillment

Post-Close Document

Services

Title & Settlement

Global Call Center &

Collections

Compliance & Process

Consulting

Fully compliant business process management services across the entire mortgage value chain. Our highly talented domain experts enable us to deliver

customized solutions to lenders and servicers and serve their customers, helping them achieve the dream of homeownership.

Decrease cycle time

Reduce

cost

Enhance

analytics

Improve customer satisfaction

Extend

business hours

Drive process

efficiency

Business Process Outsourcing

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Laser-focused on Mortgage Services to drive industry innovation. We understand the cyclical demands of the mortgage industry and have demonstrated the flexibility to meet your

needs over that time.

Global delivery model that supports a 24/7 operation to speed up TAT and facilitate a

smooth hand-off between functional areas. 4 US Onshore centers, 2 India Offshore

centers and 1 Philippines Offshore Center

Most comprehensive set of licenses in the mortgage outsourcing industry. Uniquely positioned for the current

market and future growth.

Delivery of virtually any process using domestic, hybrid or global staffing models to reduce costs.

Award winning solutions to transform the customer experience through analytics and

automation.

Industry Expertise Location Advantage License Cost Advantage

Our Unique Proposition

$5 Billion loans funded per month

$3 Billion loans recorded per month (title)

$500 Billion of mortgage serviced every month

1 Million+ customer interactions every month

300,000delinquent homeowners saved

4 out of Top 10 7 out of Top 20

Lenders 5 out of Top 10 9 out of Top 20

Mortgage Servicers 4 out of Top 10

Banks

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© Sourcepoint | Confidential | November 4, 2019

Business Operations Solutions

Page 8: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

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Mortgage Origination Solutions

Retail & Consumer Direct

Processing Loan Officer to Processor QA

Loan set-up

Order & follow-up on third party services

Welcome calls and borrower communication

Order & evaluate credit docs

Update LOS

Submit to underwriting

Underwriting Income and appraisal component underwriting

AUS validation

Lender specific overlays

Condition clearing

Final approval/clear-to-close

Closing/Funding Pre-funding audit

Initial Closing Disclosure

Issue closing instructions and final Closing

disclosure

Review preliminary funding docs

Request corrections from title company

Prepare wire or order wire from warehouse bank

Wholesale

Loan Set-Up Review for minimum submission docs

Loan set-up

Order & follow-up on third party services

NMLS, LDP/GSA, MERS

Update LOS

Review checklist for accuracy

Submit to underwriting

Order Payoff

Order HOI

Underwriting AUS validation

Lender specific overlays

Broker communication

Condition clearing

Final approval/clear-to-close

Closing/Funding Pre-funding audit

Initial Closing Disclosure

Issue closing instructions and final Closing

disclosure

Review preliminary funding docs

Request corrections from title company

Prepare wire or order wire from warehouse bank

Correspondent

Document Management Sort and index documents

Review documents for completeness and accuracy

Complete and upload applicable worksheets

Manage follow-up documents guidelines

Pre-Purchase Reviews Review credit/closing documents for

completeness/accuracy

Analyze income, credit, assets, appraisal, sales contract,

and other documents investor

Order and review fraud, credit, compliance and other

third-party information and services per guidelines

Identify deficiencies/suspense items

Review follow-up documents

Trailing Documents Track and follow up on trailing docs

Review and index received trailing docs

Page 9: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

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Mortgage Servicing Solutions

Global support with US, India & Philippines centers

Voice, email, chat, text and social media capabilities

Customer journey mapping Routine and collection calls Web self-serve support Speech and text analytics Social media analysis & management

Loan boarding Document indexing, including automated

indexing MERS tracking and updates Trailing document follow-up Data validation Document verification Invoice reconciliation

Robotic process automation (RPA) Document administration Cashiering support Payoff Lien release Investor reporting Account reconciliation

Pre-foreclosure checks Foreclosure referral Foreclosure document management Attorney monitoring and follow-up Provide judgment figures Pre-sale review Claims package preparation Claims package QA Foreclosure document execution review Default referral assignments

Order & monitor third-party services Loss mitigation underwriting Trial plan preparation and monitoring Document preparation Loss mitigation QA Modification closing Bankruptcy set-up and referral

Call quality monitoring Traditional call monitoring Speech analytics Hybrid

MORA Reviews Routine Servicing tests Default Servicing tests

Omnichannelcustomer contact

Onboarding

& MSR Acquisitions

Routine ServicingQuality Control

Default Servicing

Foreclosure

Page 10: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

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Title, Closing and Escrow Solutions

Title Closing/Signing Other services

INSURED

ALTA title insurance policies and

endorsements

Junior loan policy

Stand Alone Modification

Endorsement/Stand Alone

Endorsement (SAE)

Title clearance

LienSure™ protection policy

NON-INSURED

Property reports (O&E)

Deed reports (L&V)

Ownership search reports

Mortgage verification reports

Foreclosure reports

CLOSING & ESCROW

Scheduling closing appointment

Closing disclosure preparation

Signing services

Pre-close packaging and review

Post closing review, resolution

Disbursement of funds

Recording of documents

SIGNING SERVICES

Scheduling closing appointment

Signing services

Audit of signed documents

Return of closing package

Document retrieval services

Document preparation services

Lien release

Assignment

Subordination processing

Post-closing services

Recording

Mail-away recording

eRecording

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Our History in the Title Industry

Began offering title products in the

Connecticut market

Fiserv acquires Integrated Loan

Services

ISGN acquires Richmond Title

Services

Changed our name to Integrated Loan

Services; began our expansion to national

coverage

Fiserv acquires a national title provider,

General American Corporation (GAC) and

the GATORS technology platform

ISGN acquires Fiserv’s Fulfillment Services

Division, including the title platform and

GATORS

1980’s 1990’s 2001 2003 2008 2009

Firstsource acquires ISGN Solutions

2016

ISGN Solutions, Inc. rebranded as

Sourcepoint, Inc. in February

2019

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National Coverage

Providing servicing at a national footprintand vendor coverage including websites,data plant access, abstractors and closingagents (Notaries and Attorneys)

Sourcepoint serves consumers and lenders withan old fashioned, hands-on approach in our licensed states. In partner states, Sourcepointworks directly with our partners to meet client’s needs.

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Post-Closing Solutions

Industry best practices with an array of flexible options that best achieve your business objectives. Extensive experience managing end-to-end post closing functions uniquely positions us to drive automation initiatives in the post-closing function.

Mailroom & Document

Management

Indexing &Stacking

Collateral & Closing File Handling

Document Recording & MERS Registrations

Trailing Documents

Custodial Audits & Loan Delivery

Fee Reconciliation

Assignment/Lien Release Drafting & Recording

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Contact Center Capabilities

Today’s consumers expect to communicate with us when, where and how they choose. The winners in customer experience understand the journey and meet customers when and where they want to be. Our contact center capabilities span all engagement options common in the market today.

Customer Experience Analytics and Professional Services

Voice SocialEmail Chat SurveyText

Customer Engagement Options

Voice SocialEmailChat SurveyText

Contact Center Capabilities

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Customer Management by the Numbers

640 million customer interactions

every month

648 million telephone calls handled

annually

60 million web chats completed

every year

3.6 millionemails answered

per year

615 million back office transactions processed every month

1.5 million calls handled

511k outbound calls made

403 khours spent Servicing

customers

402 + associates

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Award Winning Contact Services

Welsh Contact Centre Awards Silver, Support Manager

Gold, People Engagement

North East Contact Centre AwardsBest Outsourcing Partnership

European Contact Centre & Customer Service Awards Bronze

UK Complaint Handling Awards GOLD, Customer Insight Strategy

Overall Winner

NASSCOM Customer Excellence Award Category – Process Efficiency

UK Customer Experience Awards Gold – Best Employee Engagement – Programme or TransformationBronze – Transforming the Customer Experience, in association with a client (largest retail bank and mortgage lender in the UK )

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© Sourcepoint | Confidential | November 4, 2019

Compliance & Process Consulting

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Compliance & Process Consulting Overview

Processing Underwriting ClosingPost-

ClosingLoan

DeliveryServicing Default

Consulting Expertise

Consulting Expertise

Servicing Default Servicing Compliance Credit Risk Enterprise Risk

Operational Risk Process

Optimization Originations Marketing

Results Delivered

Faster cycle time

Lower costs

Better quality

Stronger compliance™

PROCESS OPTIMIZATION Cycle Time Analysis Staffing Model/Workflow

Development Root Cause Analysis Customer Service Monitoring Process Efficiencies

RISK AND GOVERNANCE Corporate Governance Operational Risk Reviews Policy and Procedures Third Party Review Sub-Servicer Oversight Vendor Management

REGULATORY CFPB Mock Audit Compliance Risk Assessments QC Design and Development Fair Lending HMDA CRA

Experienced compliance professionals and consultants with expertise in all aspects of mortgage origination and servicing.

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Compliance & Process Consulting

Fair Lending Analysis Expert analysis of loan data and evaluation of lending trends in markets served

Regulatory Compliance Risk AnalysisEither a Complete CFPB Mock Audit or Targeted Risk Analysis of regulatory controls and policy effectiveness

BSA/AML Audit ReportsComplete review of company’s

existing policies and procedures regarding the Bank Secrecy Act and

Anti-Money Laundering Controls

Due Diligence ReviewsThorough review of company

performance and full risk analysis to identify potential pitfalls in both the

origination and servicing platforms .

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© Sourcepoint | Confidential | November 4, 2019

First ChatA human touch to the web experience

Page 21: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

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Ten Years Delivering Web Chat Services

USAUK

India

Philippines1,000+Chat

Experts

6mn+Chats per annum

at 40+ NPS

3 PlatformsFirst Chat,

Boldchat, Liveperson

Above

Media & Entertainment

Conversion rate

Consistent CSAT scores

Incremental conversion

26.5%

87%

90%

Conversion rate

Consistent CSAT scores

NPS increased to

24%

84%

+50

Banking & Financial Services Telecommunications

FCR on

Average rate of ‘very satisfied’ feedback

NPS

82%

85%

+40

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First Chat Enables Organization's To …

Increase online sales conversions

Improve Net Promoter Score (NPS)

Increase First Contact Resolution (FCR)

Improve efficiency through concurrent chats

Reduce cost to serve

Achieve call and email volume reductions

First Chat combines a web chat technology platform with expert customer service advisors and facilitates self-service and increased customer satisfaction through online empowerment and first contact resolution.

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First Customer Intelligence (FCI)Actionable insights from customer interactions

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Expanding Your Customer Insight With FCI

Our proprietary analytics solution for both voice and written customer contact. Speech & Text analytics provide you with insights into customer contacts to expand your view beyond traditional customer surveys and performance metrics.

Speech & Text Analytics

Traditional call center metrics do not provide real-time views of performance and fall short of measuring customer emotions.

Speech analytics enable an expanded view of our service:

Experience measure across 100% interactions Frequency of feedback, including daily

feedback End to End view of the customer journey

Focused on operational efficiency and compliance: Quantified data on average handle times,

calls per agent, agent downtime, wait times Quality and compliance reviews completed

by listening to a random and/or targeted sample of calls

Sampling based on a small percentage or fixed number of calls

Feedback generally focused on improvement areas, such as compliance violations, falling short of the agent’s overall performance.

Performance Metrics

Customer surveys measure overall performance, including a Net Promoter Score (NPS) and other customer satisfaction measures:

Surveys rely on response rates Surveys are lagging indicators of performance,

sometimes taking weeks to receive, Delays in measuring equate to delays in

addressing the issues.

Customer Surveys

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Gaining Insight Through Data

Call center recordings are rich in data, but the data is unstructured

UNSTRUCTURED DATA

Using Speech Analytics, we take the unstructured data from calls to gain rich customer insights

INSIGHTS

1. Why are customers contacting us?2. What are customers feeling?3. Why are customers complaining?4. Why are customers calling us again &

again?5. Customer journey mapping and origins6. Agent opportunities7. Compliance issues

BENEFITS

Understand why the customer called, how the customer felt and how the

agent performed when handling the call

Improve first contact resolution, deflect calls to self-service, identify/resolve

repetitive issues earlier

Track adherence to scripts, compliance and empathy to coach call center agents

to higher performance

Cost effective solution to increase sampling to 100% to improve confidence

on overall compliance

IMPROVE CUSTOMER EXPERIENCE REDUCE OPERATING EXPENSES COACH AND MONITOR CALL CENTER AGENTS INCREASE MONITORING SCOPE

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Our Approach: Multi-Dimensional Insight

Insights through FCI

100% call monitoring Compliance automation Targeted call monitoring and

feedback

Behavioral governance Identify best practices Reduce agent opportunities Daily Performance measurement

Understand contact reasons Customer emotions and sentiment

detection Key dissatisfaction triggers Customer journey mapping NPS Prediction

BusinessIntelligence

Quality & Risk

Understand conversation topics Process optimization Contact channel optimization and

deflection

1

3

Agent Performance Improvement

CustomerExperience

Call Recordings

2

4

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First SmartomationEnhancing efficiency and experience

Page 28: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

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Business Solution Arrowheads

TECHNOLOGY ENABLED PRODUCTS

Speech & text analytics solution to uncover actionable business insights that deliver measurable business outcomes

First Interaction Analytics + NanoBi

Automation of rule-based data processes using a robot to capture and interpret data from applications for processing or manipulating

Robotic Process Automation (RPA)

Automatically captures & extracts unstructured data to enable business processes completion

Data Extraction

Helps scanning, indexing, allocating, monitoring and measuring productivity across work items

First Workflow

Workforce optimizer tool for planning and scheduling to manage varying loads

First WF-Suite

Multi channel CRM solution to manage stronger customer engagement

i-Leverage

Smarter customer engagement through seamless integration of Digital channels of communication

Omnichannel

Solutions from structured and unstructured sources to uncover actionable business insights that deliver measurable business outcomes

First Data Analytics

A framework with 8 distinctive arrowheads which helps increase and maximize revenue via sales through service

Revenue Maximizer

A framework consisting of 11 proprietary and distinctive arrowheads that help improve customer engagement and define a smart service strategy

IC2M

Increases visibility around daily trends and recommends interventions for better agent management

Intelligent Action Board

Prioritize right product to right customer. Redesign game for boosting sales, that tries to improve performance on input metrics such as product knowledge and fosters competition within the team

Xellerate and Gamification

CONSULTANCY BASED FRAMEWORK

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Robotic Process Automation (RPA) Capabilities

Helps you increase productivity, accuracy and compliance to unlock business value. We work with you to develop a customized roadmap for automation delivered through leading RPA solutions.

F.A.C.E. Team Technology

CoE led by RPA expert (9+ years of experience)

Developing L2 support capability within team

27 well trained developers

15 Process Excellence + Business Transformation team

members capable of opportunity identification and due

diligence

Automated 40 complex processes in 10 monthsMultiple automation tools to provide the

best case technology mix for each situation

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Core Business Process Automation tools

Robotic Process Automation (RPA): First Smartomation Optical Character Recognition

(OCR)

Artificial Intelligence (AI)

Workflow ToolfirstWFSuite

Data extraction tool utilized across mortgage processes which are highly document dependent. Analyzes documents and captures relevant information from a wide variety of sources and formats while learning from each analysis.

Innovative tool, typically included for rules-based/predictive processing of data. AI system

tends to get more accurate over time and continuously improves with additional data.

Process automation technology used as a base to seamlessly integrate multiple systems,

develop new interfaces with automation and reduce complex processes.

As an operations tool, workforce management monitors agent performance and customer response. It enables organizations to efficiently manage resources, forecast and plan staffing across channels and tracking productivity.

01

02

03

04

Enables you to automate and implement appropriate Business Process Automation tool to accomplish specific business objectives. Our range of proprietary technology helps add value.

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First SmartomationTM Capabilities

Automation Platform

We automate non value-added work to achieve strategic objectives, including: Productivity improvements

Increased business scalability

Shorter training cycles and onboarding

Streamlined process compliance

Reduced human error and handle times

Our RPA Center of Excellence (CoE) is experienced in opportunity evaluation, requirements gathering and automation benefit analysis with a focus on identifying highest ROI projects.

Process capture tools are used to gather process information. Bespoke solutions are designed to create automated systems that work in equilibrium with an enterprises’ goals & processes.

Robots comprised of tasks are scripted to accurately process tasks and free up human resources to do higher abstraction work. Best practices for scripting and testing are followed

Robots are monitored and upgraded in a continuous automation feedback loop. Robots are rapidly scalable to handle processing goals.

Our FirstSmartomation Solution

Processes that are the best fit for automation: Highly manual and repetitive

Rules-based processes

Low exception rate

Processes with standard electronic input type

High volumes

Systems not undergoing major changes

Mature and stable processes

Automation Strategy Mobilize

(Sponsor Approval)

Realize

(Statement of Work)

Operate and Grow

(Self-sustaining Capability)

Development framework

Page 32: Services & Solutions for the Mortgage Industry · Retail & Consumer Direct Processing Loan Officer to Processor QA Loan set-up ... Fiserv acquires a national title provider, General

Providing customer-centric transformation solutions across the mortgage value chain

With global delivery capabilities, we have a diverse talent pool to deliver deep mortgage

domain expertise across our solution set. With more than 25 years in the business and an

extensive team of industry veterans, we have the experience to help you gain a competitive

advantage.

Our domain experts incorporate industry best practices and cutting-edge technology to

deliver timely services and assure maximum quality and customer satisfaction. Our solutions

help clients reduce operational costs, increase customer satisfaction and improve efficiency,

allowing them to focus on their core competencies. We measure our performance based on

the success we enable for our clients.

www.sourcepointmortgage.com / [email protected]