Case Study
Navigating Operational Challenges in Mortgage Services: Cost, Quality, and Scalability
Implementing a scalable, cost-effective solution to restore efficiency and ensure SLA compliance
Elaborate on the Challenge
The client, a leading US-based mortgage services provider, faced high operational costs due to reliance on expensive onshore analysts and frequent attrition, leading to service disruptions. Skill gaps further caused delays and inconsistent quality, eroding customer trust and hindering scalability. These challenges increased costs, strained profit margins, and threatened SLA compliance, creating an urgent need for a scalable, cost-effective solution to restore efficiency.
Objective Summary
To develop a skilled, cost-effective workforce capable of delivering high-quality written correspondence, enhancing operational efficiency, and ensuring consistent adherence to service level agreements (SLAs).
Business Impact
45%–50%
Cost Savings
95%
Quality Score
100%
SLA Compliance Rate
Solution Summary
Building a Skilled Workforce for Seamless Mortgage Service Delivery
Moder implemented a strategic recruitment and training initiative to build a highly skilled, cost-effective team capable of delivering excellent service in the mortgage servicing industry. By hiring fresh graduates with strong communication skills, Moder created a pool of talented individuals ready to meet the dynamic needs of the business. The program included a comprehensive training phase, mentorship, and continuous upskilling to ensure the team was fully equipped to handle evolving client requirements.
Key Components of the Strategy:
Targeted Recruitment: Hired fresh graduates with strong written and verbal communication skills to build a cost-effective talent pool.
Academy Training Program: Delivered a six-week training program, developed with the L&D team, focusing on mortgage servicing, customer service, written communication, and email etiquette.
Mentorship: Assigned subject matter experts (SMEs) to mentor new hires for two months, providing real-time feedback and closing knowledge gaps.
Ongoing Upskilling: Conducted continuous training to enhance team members’ ability to address complex customer queries and stay aligned with client needs.
Mortgage expertise you can count on
Achieved a 45% to 50% reduction in onshore research analyst costs.
Elevated quality scores from <90% to 95%+.
Maintained a 100% SLA Compliance rate, ensuring consistent client satisfaction.
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