Driving Cost Efficiency and Service Excellence Through Offshore Ops

ObjectiveSummary

To establish a cost-efficient offshore team that ensures high-quality borrower communication enables scalable operations, and upholds exceptional customer experiences.

The Challenge

A leading mortgage services provider in the US faced the challenge of reducing operational costs while maintaining high-quality borrower communication and customer experience. Managing a complex voice process—encompassing both inbound and outbound calls—posed significant resource and efficiency constraints. To address this, the client needed a solution to seamlessly transition junior processing roles offshore to the Philippines without compromising service standards or operational effectiveness.

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 operational costs by 60%, delivering significant savings compared to onshore CSS agents.
Improved NPS score to 64, exceeding client expectations for service excellence.
Scaled the team to 75 Jr. Processors, achieving 100% support coverage for all processors..

reduction in operational costs

NPS score

support coverage for all processes

Related Services

Driving Cost Efficiency and Service Excellence Through Scalable Offshore Operations

ObjectiveSummary

Performance, Trust, Growth – The Moder Way

Related Services