Accelerating Mortgage Processing to Reduce File Aging & Boost CX

ObjectiveSummary

To improve Customer Experience and build operational efficiency while optimizing file processing to improve turnaround times

The Challenge

The client, a leading U.S. Mortgage Services Provider, faced increased customer dissatisfaction due to significant delays in processing their assumptions backlog. With an average file age of 119 days and some files dating back 12 to 15 months, turnaround times had become a pressing concern. High call volumes overwhelmed available resources, leaving many customer inquiries unresolved and resulting in elevated frustration levels and negative impacts on the overall customer experience.

The aging backlog and delayed responses presented a dual threat to the client: deteriorating service reputation and reduced operational efficiency. The client urgently needed a solution to accelerate file processing, alleviate customer friction, and restore a more responsive and efficient service model.

The Solution

Our solutions are designed to tackle core operational challenges in mortgage servicing, ensuring faster processing times, reduced backlog, and a seamless customer experience. By assembling a specialized team, implementing strategic overtime for high-priority files, and offering productivity-focused training, we help our clients achieve operational excellence. These targeted measures increase efficiency and improve customer satisfaction, empowering mortgage providers to meet industry demands with confidence and precision.

Performance, Trust, Growth – The Moder Way

Moder established a high-performing customer care center in Philippines by hiring experienced resources and training them on mortgage servicing, supported by US-based trainers and supervisors. This success led to the expansion of a larger site in Cebu, which continues to maintain top-tier SLA scores and customer trust.
Establish a new customer care center in Philippines, as a proof of concept.
Hire resources with experience in customer care and train in mortgage servicing.
US-based trainers will train the team on mortgage servicing customer care.
Supervision by US-based teams for 1 month to ensure proper support.

The Outcome

Reduced file aging from 119 to 63 days in one month, improving turnaround times.
Improved Customer Care CSAT scores by 27%, enhancing customer satisfaction.
Minimized regulatory exposure through faster processing and quicker turnaround.
Offered greater operational flexibility with additional overtime hours.
Increased productivity by 30% through targeted training and workflow optimization.

Increased in productivity by

0 Days

Reducing file aging from 119 to

Improvement of CSAT scores by

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Accelerating Mortgage Processing: How We Reduced File Aging and Boosted CX

ObjectiveSummary

Performance, Trust, Growth – The Moder Way

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