Suma Soft's BPO Services Boost Customer Satisfaction For A Mortgage Lending Company In the USA
The client is a leading full-service mortgage lender in the USA. Their firm offers a range of products and services to an ever-growing number of customers and is renowned for its faster and efficient approval processes.
It is a highly competitive market for any Mortgage Services Provider because the customer is spoilt for choice. There are numerous mortgage providers one can choose from. And, thus, our Mortgage Services Provider faced these two primary issues:
To retain the customer’s trust, our client needed to provide a superior mortgage process and offer an exceptional customer experience. Hence, processing mortgage applications filed by the customers quickly and accurately is of utmost importance.
he in-house back-office mortgage processing team was required to process mortgage loans within the industry, leading to quick turn-around time. But also manage a surge in the number of applications during high peak periods.
Keeping this in view, our client felt the need to improve its end-to-end process and service delivery standards.
The Major Loan Process Steps which needed improvements:
Suma Soft put in place a scalable processing team consisting of experienced associates with extensive training on the US mortgage processing. The flexible stang plan was tailored to meet the seasonal peaks with buer cross-trained sta that was always available to meet any peak-load or seasonal load. The process focus and quality systems implemented at Suma Soft resulted in meeting client SLAs for turn-around time and quality. Suma Soft provided a flexible stang model to meet business goals. The key business processes implemented for the client were...
The off-shore BPO delivery team enhanced and magnified the required speed and cost-effective results for the client.
Notable Growth Indicators:
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