Consolidating Multiple Systems for better SPOC Program

The Project

One of the largest residential mortgage sub-servicers in the United States was seeking a better technology solution for their Single Point of Contact (SPOC) program; the representatives responsible for serving as a contact point for delinquent customers requesting loan modifications. The main driver was to improve regulatory compliance, but the organization also sought to improve the overall customer experience, improve private label customer retention and acquisition, and improve operational efficiency.

Our Solution

The SPOC workflow solution Savana implemented consolidates multiple systems into a single user interface, eliminates many manual activities, increases the efficiency of remaining tasks, and automates work assignment. The solution provides a defined structure and transparency to the process; allowing the organization to easily show auditors that they are meeting regulatory requirements. Prior to the Savana solution, work distribution required a series of steps. A nightly mainframe report was distributed to a team who manually determined case assignments, and then distributed those assignments to supervisors. Supervisors in turn distributed lists to their teams.

SPOC representatives kept personal spreadsheets of assigned cases, and spent hours a day reviewing lists to determine what cases to work that day. SPOC reps had to navigate through a multitude of servicing green-screens, and use multiple applications to work their cases. Managers spent hours every week manually assembling reports on what was accomplished.

With the Savana solution, SPOC reps use a single user interface. The Savana SPOC solution pulls data from the core servicing system into logically organized, modern point-and-click screens – no more lengthy green-screen training. Scripts are incorporated into the user interfaces – no more maintaining a thick notebook of training guides. Actions taken on each case are granularly recorded – no more reading case notes to determine what happened. Ad hoc reports replace manual compilation of report data for managers.

Details

Case assignment rules are configured in workflow. Now the system assesses case load and user skill sets instead of a team of people. Work is presented to SPOC users in a prioritized worklist – no more email distribution of spreadsheets for manually sorting.

The SPOC process itself is configured in workflow; users no longer have to manually determine when a next call attempt should be made or what action to take next. The workflow rules automatically cue up the next call attempt or task on the correct date. The system also uses configurable parameters, so the same workflow process behaves differently for each white label customer. One customer may want a SPOC case created when a borrower becomes 45 days delinquent, another at 90 days. One customer may want 3 intro call attempts over 5 days, another might want 5 attempts over 5 days. These rules are automatically followed by workflow; no chance of a user choosing the wrong guidelines.

Users are now presented tasks when there is work to do, not so they can look over a case just to determine if something can be done. Because of the time saved by only working on items that require action, SPOC representatives contact borrowers sooner on initial and follow up calls. As a result, the ratio of loan modification to liquidation improved 3:1. Helping borrowers get through the process faster allowed them to have their loans modified instead of falling into a liquidation process.

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