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End to end mortgage processing for a leading US mortgage provider
Client Profile
The US based company is a leading mortgage provider
Campaign Requirement
- The client was exploring outsourcing various components of the mortgage origination processing in line with the
changing business dynamics and the growing business potential for mortgages
Nirvana Solution
- Nirvana conducted a detailed assessment of the client needs using its proprietary ValID™ toolkit, as well as an effort-benefit analysis for such an initiative.
- The proposed solution encompassed outsourcing the process end to end
- An onshore and offshore mix aimed at maximizing offshoreability minimizing turnaround time
- Nirvana’s well defined transition methodology ensured a smooth transfer of processes with minimum disruptions, maximizing effectiveness and efficiency of the process
- The solution involves outbound telemarketing, inbound customer contact, document processing, correspondence for customer queries and multi channel complaints handling (voice, email)
Results
- Overall net savings of ~ 50%. Additional savings due to improvements in productivity and quality
- Improved quality (>99.95% accuracy)
- Reduced turnaround time for application processing by proactive management of the exceptions and efficient queue management using intelligent routing through workflow
- Improved productivity by way of higher number of transactions handled
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