Case Study

Accelerating Mortgage Processing: How We Reduced File Aging and Boosted CX

Boosting Efficiency: 30% Productivity Gain and Reduced Regulatory Risk with Faster Turnaround Times

The client, a leading U.S. Mortgage Services Provider, faced increased customer dissatisfaction due to significant delays in processing their assumptions backlog. With an average file age of 119 days and some files dating back 12 to 15 months, turnaround times had become a pressing concern. High call volumes overwhelmed available resources, leaving many customer inquiries unresolved and resulting in elevated frustration levels and negative impacts on the overall customer experience.

The aging backlog and delayed responses presented a dual threat to the client: deteriorating service reputation and reduced operational efficiency. The client urgently needed a solution to accelerate file processing, alleviate customer friction, and restore a more responsive and efficient service model.

Objective Summary

To improve Customer Experience and build operational efficiency while optimizing file processing to improve turnaround time

Elaborate on the Challenge

Business Impact

30%

Increase in Productivity

47%

Reduce in a file aging from 119 to 63 days

94%

Improvement in CSAT Scores

The Solution

Driving Operational Excellence and Customer Satisfaction in Mortgage Services

At Moder, our solutions are designed to tackle core operational challenges in mortgage servicing, ensuring faster processing times, reduced backlog, and a seamless customer experience. By assembling a specialized team, implementing strategic overtime for high-priority files, and offering productivity-focused training, we help our clients achieve operational excellence. These targeted measures increase efficiency and improve customer satisfaction, empowering mortgage providers to meet industry demands with confidence and precision.

Form a Dedicated Task Force with Specialized Expertise to handle customer inquiries more efficiently and resolve complex cases faster.
Prioritize Critical Backlog Reduction through Strategic Resource Allocation.
Invest in Targeted Skill Development and Process optimization-focused training programs and process enhancements to empower employees to make informed decisions, streamline workflows, and deliver faster customer service.