Firstsource remotely deployed proprietary customer analytics solution in 2019 and scaled the solution in the wake of COVID-19, providing deep insights into more than 1000 associates who transitioned to a remote working model. The client The client is a full-service lender operating in all 50 states, with expertise in VA,
The economic pain from COVID-19 is real. The pandemic has exposed the mortgage industry to growing forbearance requests and defaults from borrowers as well as new regulatory mandates from the government. But it’s not been all pain and no gain for industry players. New data for July indicates a strong
It’s 2010. Beth is ready to buy her starter home. She knows closing on her mortgage is going to be a long process. She is frustrated by the number of hoops she must jump through and the amount of tedious paperwork she must complete and sign. There’s nothing she can
Sourcepoint helped the client automate high volume, repetitive tasks in its loan set-up, guaranteeing complete data accuracy and improving agent productivity by 250%.
Customer expectations in the mortgage industry are higher than ever. Today’s savvy consumers are no longer chained to one device or limited to a single channel. They frequently switch between voice, email, chat, and social, and expect lenders to seamlessly meet their needs across channels and touch points. The cost
Background Our client is one of the biggest mortgage providers in the US. Firstsource partnered with them in order to: Create a strategy for automation of high volume, low complexity processes Increase productivity by reducing training time, improving associate utilisation and reducing cost-to-serve De-risk operations by structuring a results-based contract
We manage over $4 billion annually in accounts charged-off debt for our customers.
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