The Challenge:
Addressing Operational Inefficiencies and Borrower Frustration
The client is a prominent player in the U.S. mortgage industry, recognized as the 6th largest originator of retail residential mortgages, the 7th largest overall originator, and the 8th largest mortgage servicer.
Sutherland has been a trusted partner of the client since 2006, providing comprehensive support across various lines of business, becoming their preferred partner for back-office and voice support in both loan origination and servicing.
The client faced several critical challenges in their mortgage servicing operations, which impacted both efficiency and borrower satisfaction. Collections operations were overwhelmed by rising call volumes from borrowers experiencing financial hardship, leading to longer wait times and borrower frustration. The absence of a structured approach for proactively contacting late-paying borrowers or managing sensitive conversations further compounded these issues.
In customer service, mistakes in addressing borrower requests and inadequate handling of stressful interactions resulted in complaints and a decline in satisfaction scores. Additionally, web support was hindered by the lack of proper guidance materials, making it difficult for borrowers to navigate the client’s website. This drove higher call volumes, adding pressure on customer service teams and exacerbating inefficiencies.
The Outcome:
Transforming Servicing Operations with Expertise and Innovation
Sutherland implemented a comprehensive solution to enhance both operational efficiency and borrower satisfaction. The Philippines was chosen as the Center of Excellence for contact center services, leveraging experienced leadership, skilled teams, and a culture of continuous improvement. This decision addressed backlogs, reduced customer wait times, and delivered cost-effective, high-quality service. To improve call handling flexibility, Sutherland established cross-skilled “pods”—teams capable of addressing a variety of customer queries seamlessly—which reduced wait times and improved borrower outcomes.
Training programs were enhanced with regularly updated call procedures and spiels tailored to borrower scenarios. This approach reduced onboarding times for new hires, ensured consistent service delivery, and maintained compliance while improving borrower satisfaction. Additionally, a dedicated Workforce Management (WFM) analyst optimized resource allocation by aligning schedules with client-provided forecasts and hourly call volumes. This proactive strategy ensured seamless management of both inbound and outbound servicing needs.
Sutherland’s tailored approach delivered significant results for the client. Streamlined workflows and optimized resource allocation reduced operational expenses by 35%, directly contributing to cost savings. Customer satisfaction scores (CSAT) improved by 40%, reflecting enhanced borrower satisfaction through superior service quality and reduced wait times. Additionally, hold times were reduced by 15%, leading to faster call answering rates and minimizing borrower frustration while improving overall service efficiency.
That’s Digital Performance Unlocked and Measurable Outcomes Delivered!
Sutherland’s cost-effective, scalable solutions addressed critical challenges while consistently meeting and exceeding performance metrics. This collaboration reinforced Sutherland’s role as a trusted and strategic partner.
Cost Savings
Increase in CSAT Scores
Reduction in Hold Times
Future your Mortgage Servicing Operations with Sutherland’s Digital Solutions
Services
Cloud Engineering, Application Modernization
Industry
Mortgage Services
