Post on 21-May-2020
Services & Solutions for the Mortgage Industry
2© Sourcepoint | Confidential | November 4, 2019
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Agenda
Sourcepoint Overview
Business Operations Solutions
Compliance & Process Consulting
First Chat
First Customer Intelligence
First Smartomation
3© Sourcepoint | Confidential | November 4, 2019
Picture goes here Sourcepoint Overview
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About Our Mortgage Solutions
Sourcepoint offers transformation solutions across the mortgage value chain.
Productized Solutions
Global DeliveryCapabilities
Diverse TalentPool
Mortgage DomainExpertise
End-to-end and component mortgage solutions
Omnichannel customer contact with analytics for originators and servicers
Right-shore delivery -Onshore or Offshore designed to your unique specifications
Customer-centric solutions enabling you to stay ahead in the rapidly changing mortgage market
Most comprehensive set of licenses in the mortgage outsourcing industry. Uniquely positioned for the current market and future growth.
Mortgage Processing States Licensed: 50 + DC, PR and VI Fully Licensed Nationwide
Servicing States Licensed: 50 + DC, PR and VI
Title States Licensed: 35 Compliant in 50 states
Debt Collection 50 + DC, PR and VI
Proprietary Technology SolutionsMORTGAGE VERTICAL PRESENCE
CO
RE
CO
MP
ETEN
CIE
S
Automation & Robotics
Customer Management
Business Process Management
Analytics
Origination Post-Closing Servicing Default
Transaction Management
Consulting
(non exhaustive)
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Productized Solutions
Robotic Process Automation
Customer Experience Analytics
OmnichannelCustomer Contact
End-to-End Loan Fulfillment
Post-Close Document
Services
Title & Settlement
Global Call Center &
Collections
Compliance & Process
Consulting
Fully compliant business process management services across the entire mortgage value chain. Our highly talented domain experts enable us to deliver
customized solutions to lenders and servicers and serve their customers, helping them achieve the dream of homeownership.
Decrease cycle time
Reduce
cost
Enhance
analytics
Improve customer satisfaction
Extend
business hours
Drive process
efficiency
Business Process Outsourcing
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Laser-focused on Mortgage Services to drive industry innovation. We understand the cyclical demands of the mortgage industry and have demonstrated the flexibility to meet your
needs over that time.
Global delivery model that supports a 24/7 operation to speed up TAT and facilitate a
smooth hand-off between functional areas. 4 US Onshore centers, 2 India Offshore
centers and 1 Philippines Offshore Center
Most comprehensive set of licenses in the mortgage outsourcing industry. Uniquely positioned for the current
market and future growth.
Delivery of virtually any process using domestic, hybrid or global staffing models to reduce costs.
Award winning solutions to transform the customer experience through analytics and
automation.
Industry Expertise Location Advantage License Cost Advantage
Our Unique Proposition
$5 Billion loans funded per month
$3 Billion loans recorded per month (title)
$500 Billion of mortgage serviced every month
1 Million+ customer interactions every month
300,000delinquent homeowners saved
4 out of Top 10 7 out of Top 20
Lenders 5 out of Top 10 9 out of Top 20
Mortgage Servicers 4 out of Top 10
Banks
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© Sourcepoint | Confidential | November 4, 2019
Business Operations Solutions
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Mortgage Origination Solutions
Retail & Consumer Direct
Processing Loan Officer to Processor QA
Loan set-up
Order & follow-up on third party services
Welcome calls and borrower communication
Order & evaluate credit docs
Update LOS
Submit to underwriting
Underwriting Income and appraisal component underwriting
AUS validation
Lender specific overlays
Condition clearing
Final approval/clear-to-close
Closing/Funding Pre-funding audit
Initial Closing Disclosure
Issue closing instructions and final Closing
disclosure
Review preliminary funding docs
Request corrections from title company
Prepare wire or order wire from warehouse bank
Wholesale
Loan Set-Up Review for minimum submission docs
Loan set-up
Order & follow-up on third party services
NMLS, LDP/GSA, MERS
Update LOS
Review checklist for accuracy
Submit to underwriting
Order Payoff
Order HOI
Underwriting AUS validation
Lender specific overlays
Broker communication
Condition clearing
Final approval/clear-to-close
Closing/Funding Pre-funding audit
Initial Closing Disclosure
Issue closing instructions and final Closing
disclosure
Review preliminary funding docs
Request corrections from title company
Prepare wire or order wire from warehouse bank
Correspondent
Document Management Sort and index documents
Review documents for completeness and accuracy
Complete and upload applicable worksheets
Manage follow-up documents guidelines
Pre-Purchase Reviews Review credit/closing documents for
completeness/accuracy
Analyze income, credit, assets, appraisal, sales contract,
and other documents investor
Order and review fraud, credit, compliance and other
third-party information and services per guidelines
Identify deficiencies/suspense items
Review follow-up documents
Trailing Documents Track and follow up on trailing docs
Review and index received trailing docs
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Mortgage Servicing Solutions
Global support with US, India & Philippines centers
Voice, email, chat, text and social media capabilities
Customer journey mapping Routine and collection calls Web self-serve support Speech and text analytics Social media analysis & management
Loan boarding Document indexing, including automated
indexing MERS tracking and updates Trailing document follow-up Data validation Document verification Invoice reconciliation
Robotic process automation (RPA) Document administration Cashiering support Payoff Lien release Investor reporting Account reconciliation
Pre-foreclosure checks Foreclosure referral Foreclosure document management Attorney monitoring and follow-up Provide judgment figures Pre-sale review Claims package preparation Claims package QA Foreclosure document execution review Default referral assignments
Order & monitor third-party services Loss mitigation underwriting Trial plan preparation and monitoring Document preparation Loss mitigation QA Modification closing Bankruptcy set-up and referral
Call quality monitoring Traditional call monitoring Speech analytics Hybrid
MORA Reviews Routine Servicing tests Default Servicing tests
Omnichannelcustomer contact
Onboarding
& MSR Acquisitions
Routine ServicingQuality Control
Default Servicing
Foreclosure
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Title, Closing and Escrow Solutions
Title Closing/Signing Other services
INSURED
ALTA title insurance policies and
endorsements
Junior loan policy
Stand Alone Modification
Endorsement/Stand Alone
Endorsement (SAE)
Title clearance
LienSure™ protection policy
NON-INSURED
Property reports (O&E)
Deed reports (L&V)
Ownership search reports
Mortgage verification reports
Foreclosure reports
CLOSING & ESCROW
Scheduling closing appointment
Closing disclosure preparation
Signing services
Pre-close packaging and review
Post closing review, resolution
Disbursement of funds
Recording of documents
SIGNING SERVICES
Scheduling closing appointment
Signing services
Audit of signed documents
Return of closing package
Document retrieval services
Document preparation services
Lien release
Assignment
Subordination processing
Post-closing services
Recording
Mail-away recording
eRecording
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Our History in the Title Industry
Began offering title products in the
Connecticut market
Fiserv acquires Integrated Loan
Services
ISGN acquires Richmond Title
Services
Changed our name to Integrated Loan
Services; began our expansion to national
coverage
Fiserv acquires a national title provider,
General American Corporation (GAC) and
the GATORS technology platform
ISGN acquires Fiserv’s Fulfillment Services
Division, including the title platform and
GATORS
1980’s 1990’s 2001 2003 2008 2009
Firstsource acquires ISGN Solutions
2016
ISGN Solutions, Inc. rebranded as
Sourcepoint, Inc. in February
2019
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National Coverage
Providing servicing at a national footprintand vendor coverage including websites,data plant access, abstractors and closingagents (Notaries and Attorneys)
Sourcepoint serves consumers and lenders withan old fashioned, hands-on approach in our licensed states. In partner states, Sourcepointworks directly with our partners to meet client’s needs.
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Post-Closing Solutions
Industry best practices with an array of flexible options that best achieve your business objectives. Extensive experience managing end-to-end post closing functions uniquely positions us to drive automation initiatives in the post-closing function.
Mailroom & Document
Management
Indexing &Stacking
Collateral & Closing File Handling
Document Recording & MERS Registrations
Trailing Documents
Custodial Audits & Loan Delivery
Fee Reconciliation
Assignment/Lien Release Drafting & Recording
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Contact Center Capabilities
Today’s consumers expect to communicate with us when, where and how they choose. The winners in customer experience understand the journey and meet customers when and where they want to be. Our contact center capabilities span all engagement options common in the market today.
Customer Experience Analytics and Professional Services
Voice SocialEmail Chat SurveyText
Customer Engagement Options
Voice SocialEmailChat SurveyText
Contact Center Capabilities
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Customer Management by the Numbers
640 million customer interactions
every month
648 million telephone calls handled
annually
60 million web chats completed
every year
3.6 millionemails answered
per year
615 million back office transactions processed every month
1.5 million calls handled
511k outbound calls made
403 khours spent Servicing
customers
402 + associates
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Award Winning Contact Services
Welsh Contact Centre Awards Silver, Support Manager
Gold, People Engagement
North East Contact Centre AwardsBest Outsourcing Partnership
European Contact Centre & Customer Service Awards Bronze
UK Complaint Handling Awards GOLD, Customer Insight Strategy
Overall Winner
NASSCOM Customer Excellence Award Category – Process Efficiency
UK Customer Experience Awards Gold – Best Employee Engagement – Programme or TransformationBronze – Transforming the Customer Experience, in association with a client (largest retail bank and mortgage lender in the UK )
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© Sourcepoint | Confidential | November 4, 2019
Compliance & Process Consulting
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Compliance & Process Consulting Overview
Processing Underwriting ClosingPost-
ClosingLoan
DeliveryServicing Default
Consulting Expertise
Consulting Expertise
Servicing Default Servicing Compliance Credit Risk Enterprise Risk
Operational Risk Process
Optimization Originations Marketing
Results Delivered
Faster cycle time
Lower costs
Better quality
Stronger compliance™
PROCESS OPTIMIZATION Cycle Time Analysis Staffing Model/Workflow
Development Root Cause Analysis Customer Service Monitoring Process Efficiencies
RISK AND GOVERNANCE Corporate Governance Operational Risk Reviews Policy and Procedures Third Party Review Sub-Servicer Oversight Vendor Management
REGULATORY CFPB Mock Audit Compliance Risk Assessments QC Design and Development Fair Lending HMDA CRA
Experienced compliance professionals and consultants with expertise in all aspects of mortgage origination and servicing.
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Compliance & Process Consulting
Fair Lending Analysis Expert analysis of loan data and evaluation of lending trends in markets served
Regulatory Compliance Risk AnalysisEither a Complete CFPB Mock Audit or Targeted Risk Analysis of regulatory controls and policy effectiveness
BSA/AML Audit ReportsComplete review of company’s
existing policies and procedures regarding the Bank Secrecy Act and
Anti-Money Laundering Controls
Due Diligence ReviewsThorough review of company
performance and full risk analysis to identify potential pitfalls in both the
origination and servicing platforms .
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© Sourcepoint | Confidential | November 4, 2019
First ChatA human touch to the web experience
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Ten Years Delivering Web Chat Services
USAUK
India
Philippines1,000+Chat
Experts
6mn+Chats per annum
at 40+ NPS
3 PlatformsFirst Chat,
Boldchat, Liveperson
Above
Media & Entertainment
Conversion rate
Consistent CSAT scores
Incremental conversion
26.5%
87%
90%
Conversion rate
Consistent CSAT scores
NPS increased to
24%
84%
+50
Banking & Financial Services Telecommunications
FCR on
Average rate of ‘very satisfied’ feedback
NPS
82%
85%
+40
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First Chat Enables Organization's To …
Increase online sales conversions
Improve Net Promoter Score (NPS)
Increase First Contact Resolution (FCR)
Improve efficiency through concurrent chats
Reduce cost to serve
Achieve call and email volume reductions
First Chat combines a web chat technology platform with expert customer service advisors and facilitates self-service and increased customer satisfaction through online empowerment and first contact resolution.
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First Customer Intelligence (FCI)Actionable insights from customer interactions
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Expanding Your Customer Insight With FCI
Our proprietary analytics solution for both voice and written customer contact. Speech & Text analytics provide you with insights into customer contacts to expand your view beyond traditional customer surveys and performance metrics.
Speech & Text Analytics
Traditional call center metrics do not provide real-time views of performance and fall short of measuring customer emotions.
Speech analytics enable an expanded view of our service:
Experience measure across 100% interactions Frequency of feedback, including daily
feedback End to End view of the customer journey
Focused on operational efficiency and compliance: Quantified data on average handle times,
calls per agent, agent downtime, wait times Quality and compliance reviews completed
by listening to a random and/or targeted sample of calls
Sampling based on a small percentage or fixed number of calls
Feedback generally focused on improvement areas, such as compliance violations, falling short of the agent’s overall performance.
Performance Metrics
Customer surveys measure overall performance, including a Net Promoter Score (NPS) and other customer satisfaction measures:
Surveys rely on response rates Surveys are lagging indicators of performance,
sometimes taking weeks to receive, Delays in measuring equate to delays in
addressing the issues.
Customer Surveys
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Gaining Insight Through Data
Call center recordings are rich in data, but the data is unstructured
UNSTRUCTURED DATA
Using Speech Analytics, we take the unstructured data from calls to gain rich customer insights
INSIGHTS
1. Why are customers contacting us?2. What are customers feeling?3. Why are customers complaining?4. Why are customers calling us again &
again?5. Customer journey mapping and origins6. Agent opportunities7. Compliance issues
BENEFITS
Understand why the customer called, how the customer felt and how the
agent performed when handling the call
Improve first contact resolution, deflect calls to self-service, identify/resolve
repetitive issues earlier
Track adherence to scripts, compliance and empathy to coach call center agents
to higher performance
Cost effective solution to increase sampling to 100% to improve confidence
on overall compliance
IMPROVE CUSTOMER EXPERIENCE REDUCE OPERATING EXPENSES COACH AND MONITOR CALL CENTER AGENTS INCREASE MONITORING SCOPE
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Our Approach: Multi-Dimensional Insight
Insights through FCI
100% call monitoring Compliance automation Targeted call monitoring and
feedback
Behavioral governance Identify best practices Reduce agent opportunities Daily Performance measurement
Understand contact reasons Customer emotions and sentiment
detection Key dissatisfaction triggers Customer journey mapping NPS Prediction
BusinessIntelligence
Quality & Risk
Understand conversation topics Process optimization Contact channel optimization and
deflection
1
3
Agent Performance Improvement
CustomerExperience
Call Recordings
2
4
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First SmartomationEnhancing efficiency and experience
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Business Solution Arrowheads
TECHNOLOGY ENABLED PRODUCTS
Speech & text analytics solution to uncover actionable business insights that deliver measurable business outcomes
First Interaction Analytics + NanoBi
Automation of rule-based data processes using a robot to capture and interpret data from applications for processing or manipulating
Robotic Process Automation (RPA)
Automatically captures & extracts unstructured data to enable business processes completion
Data Extraction
Helps scanning, indexing, allocating, monitoring and measuring productivity across work items
First Workflow
Workforce optimizer tool for planning and scheduling to manage varying loads
First WF-Suite
Multi channel CRM solution to manage stronger customer engagement
i-Leverage
Smarter customer engagement through seamless integration of Digital channels of communication
Omnichannel
Solutions from structured and unstructured sources to uncover actionable business insights that deliver measurable business outcomes
First Data Analytics
A framework with 8 distinctive arrowheads which helps increase and maximize revenue via sales through service
Revenue Maximizer
A framework consisting of 11 proprietary and distinctive arrowheads that help improve customer engagement and define a smart service strategy
IC2M
Increases visibility around daily trends and recommends interventions for better agent management
Intelligent Action Board
Prioritize right product to right customer. Redesign game for boosting sales, that tries to improve performance on input metrics such as product knowledge and fosters competition within the team
Xellerate and Gamification
CONSULTANCY BASED FRAMEWORK
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Robotic Process Automation (RPA) Capabilities
Helps you increase productivity, accuracy and compliance to unlock business value. We work with you to develop a customized roadmap for automation delivered through leading RPA solutions.
F.A.C.E. Team Technology
CoE led by RPA expert (9+ years of experience)
Developing L2 support capability within team
27 well trained developers
15 Process Excellence + Business Transformation team
members capable of opportunity identification and due
diligence
Automated 40 complex processes in 10 monthsMultiple automation tools to provide the
best case technology mix for each situation
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Core Business Process Automation tools
Robotic Process Automation (RPA): First Smartomation Optical Character Recognition
(OCR)
Artificial Intelligence (AI)
Workflow ToolfirstWFSuite
Data extraction tool utilized across mortgage processes which are highly document dependent. Analyzes documents and captures relevant information from a wide variety of sources and formats while learning from each analysis.
Innovative tool, typically included for rules-based/predictive processing of data. AI system
tends to get more accurate over time and continuously improves with additional data.
Process automation technology used as a base to seamlessly integrate multiple systems,
develop new interfaces with automation and reduce complex processes.
As an operations tool, workforce management monitors agent performance and customer response. It enables organizations to efficiently manage resources, forecast and plan staffing across channels and tracking productivity.
01
02
03
04
Enables you to automate and implement appropriate Business Process Automation tool to accomplish specific business objectives. Our range of proprietary technology helps add value.
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First SmartomationTM Capabilities
Automation Platform
We automate non value-added work to achieve strategic objectives, including: Productivity improvements
Increased business scalability
Shorter training cycles and onboarding
Streamlined process compliance
Reduced human error and handle times
Our RPA Center of Excellence (CoE) is experienced in opportunity evaluation, requirements gathering and automation benefit analysis with a focus on identifying highest ROI projects.
Process capture tools are used to gather process information. Bespoke solutions are designed to create automated systems that work in equilibrium with an enterprises’ goals & processes.
Robots comprised of tasks are scripted to accurately process tasks and free up human resources to do higher abstraction work. Best practices for scripting and testing are followed
Robots are monitored and upgraded in a continuous automation feedback loop. Robots are rapidly scalable to handle processing goals.
Our FirstSmartomation Solution
Processes that are the best fit for automation: Highly manual and repetitive
Rules-based processes
Low exception rate
Processes with standard electronic input type
High volumes
Systems not undergoing major changes
Mature and stable processes
Automation Strategy Mobilize
(Sponsor Approval)
Realize
(Statement of Work)
Operate and Grow
(Self-sustaining Capability)
Development framework
Providing customer-centric transformation solutions across the mortgage value chain
With global delivery capabilities, we have a diverse talent pool to deliver deep mortgage
domain expertise across our solution set. With more than 25 years in the business and an
extensive team of industry veterans, we have the experience to help you gain a competitive
advantage.
Our domain experts incorporate industry best practices and cutting-edge technology to
deliver timely services and assure maximum quality and customer satisfaction. Our solutions
help clients reduce operational costs, increase customer satisfaction and improve efficiency,
allowing them to focus on their core competencies. We measure our performance based on
the success we enable for our clients.
www.sourcepointmortgage.com / hello@sourcepointmortgage.com