Achieving Extreme Value with Mortgage Process Outsourcing

Transcription

1 Achieving Extreme Value with Mrtgage Prcess Outsurcing Hw t create the greatest benefits - beynd cst savings thrugh utsurcing mrtgage riginatin business prcesses Includes critical questins t ask a ptential utsurcing partner! Executive Summary The mrtgage industry is currently facing ne f the tughest perating envirnments in the last 15 years. A slwdwn in riginatins fueled by interest rate vlatility, increasing husing inventries, tighter underwriting standards, grwing liquidity issues, and the verhang f fixed capacity is putting extreme pressure n the bttm line. Thrugh utsurcing business prcesses, mrtgage lenders will be able t mitigate financial risks and imprve their prcessing cycle time and have mre time available t fcus n their cre cmpetenciesprduct develpment, marketing, pricing, risk management and custmer acquisitin. Business Prcess Outsurcing (BPO) is n lnger cnsidered nly a labr arbitrage cst saving tactic. The current view f BPO recgnizes it as a strategic imperative that delivers increases in custmer satisfactin, better perating flexibility and can actually increase revenue while reducing csts. The best utsurcing prviders will bring a track recrd f success in the mrtgage industry, dmain expertise and specific examples f hw they have achieved actual results fr clients. The current ecnmic situatin may prvide the mtivatin t implement strategic utsurcing initiatives. The benefits achieved frm utsurcing cntinue t be available especially in a dwn ecnmy. Organizatins which able t imprve their prcesses and make sustainable changes in peratins tday will be the nes that are successful and best psitined at the end f this ecnmic cycle. MARCH 2008 UPDATE The State f the Mrtgage Industry: Hw the wrldwide financial situatin increases the benefits f utsurcing ** New: PUT YOUR BPO TO THE TEST! Questins t ask a ptential utsurcing vendr Case Study: Tp 10 Mrtgage Originatin Cmpany transfrms prcesses and achieves results Cpyright 2008 Sutherland Glbal Services

2 Outsurcing t Achieve Critical Business Gals Outsurcing is a familiar cncept and the Financial Services industry was an early adpter, s the benefits are well dcumented. Hwever, nt all Outsurcing prviders are alike. Whether yu are lking fr a new vendr r find yurself less than satisfied with yur current ne, an utsurcing partner shuld be expected t prvide the fllwing deliverables. 1. Cst Efficiencies Cst savings have cnsistently been a key driver f mving t an utsurced mdel. Mrtgage lenders typically achieve 20%+ savings when utsurcing business prcesses. 2. Imprved Custmer Satisfactin Thrugh Service and Quality Imprvements Outsurcing prvides the ability t fcus n cre cmpetencies and can actually imprve custmer service. Lan prcessrs are able t spend mre time managing custmer expectatins and with a technical slutin, brrwers can receive immediate feedback at each stage in the prcess. 3. Revenue Increases With a dedicated utsurcing vendr that prvides analytical capabilities, internal infrmatin can be used t create new prducts, bring them t market faster and enjy new revenue streams. By freeing yur lan fficers frm administrative tasks, they can spend less time babysitting a pipeline and mre time surcing fr new business. 4. Operatinal Flexibility Especially in challenging ecnmic cnditins, the ability t put peple in psitins where they add the highest value is critical. With an utsurced mdel, yu can change fixed csts t variable csts and gain the flexibility t fluctuate based n business demands. Decisin Time Be Sure t Ask the Right Questins When evaluating utsurcing vendrs it is critical t understand exactly hw they plan n delivering results t yur rganizatin. Sutherland Glbal Services methdically delivers strategic advantages thrugh Business Prcess Outsurcing t Mrtgage riginatrs. Sutherland Delivers BPO Benefit Cst Efficiencies Custmer Satisfactin Revenue Increases Operatinal Flexibility Prcessing Cycle-Time Imprvements x x x Mitigate Financial and Operatinal Risk x x Manage Variable Demand Frm Business Cycle Variatins x x Technlgy That Prvides Cmpetitive Advantage x x x x Ability t Fcus n Cre Cmpetency x x x x Cpyright 2008 Sutherland Glbal Services

3 Sutherland brings mrtgage industry experience and prven results t the table. The cmbinatin f industry knwledge and utsurcing prficiency allws Sutherland t bring unique insight t yur rganizatin. Put yur BPO prvider and yurself t the test! Can yur vendr answer all f the fllwing questins t yur satisfactin? Imprve Mrtgage Prcessing Cycle Time Questins: D yu guarantee a maximum time t prcess dcuments? Can yu imprve the entire lan prcessing cycle time? Sutherland s micr-queues guarantee that all lenders dcuments will be prcessed within a maximum f 8 hurs frm the time the dcument is set up fr prcessing. Due diligence cycles are accelerated. Exceptins are identified and reslved faster. Applicatins that are flating pending rate lck can be lcked sner giving the lender a better pprtunity t arbitrage the lan fr best executin value and reduce the likelihd f pipeline fallut. The ability t address exceptins faster allws the lan fficer / lan prcessr t give the brrwer a near immediate respnse, psitive r negative. The brrwers experience is imprved as the quick respnse increases rapprt and allws the lender t fully cntrl the messaging, prepare cunter-ffers in advance f the custmer s inquiries and better utilize their time t fcus n the prblematic lans in the pipeline. Lan fficers can nw cnfidently hand ff their in-prcess pipeline caselad cnfidently and spend time surcing leads. Mitigate Financial Risk Questins: What guarantees d yu ffer t limit financial expsure? Hw d yu help manage cash flw? D yu ffer a pay as yu g r a pay fr perfrmance mdel? D yu ffer a revenue sharing plan t minimize ut f pcket csts? Financial risks are pssible whenever transactins invlve the transfer f mney. With flexible pricing frm Sutherland, cntracts are designed s that yu pay nly n clsed lans, which nt nly helps manage yur cash flw but als prvides a built-in hedge against any negative issues alng the prcessing cycle. Sutherland prvides a written guarantee that if anything causes yu t mve ut yur clsing date, it will cver the difference in the price spread. If anything Sutherland des negligently results a lan repurchase, ur cmpany will reimburse the premium. With Sutherland, yu nly buy the services that yu want s yu can chse amng third party, dcument prep, clsing r any cmbinatin that meets yur business needs. Mitigate Operatinal Risk Questins: D yu have a fully redundant netwrk infrastructure? Cpyright 2008 Sutherland Glbal Services

4 Were yu able t prvide 100% uptime during the recent netwrk interruptin in India? (Sutherland was!) Can yu guarantee that a lan clsing date will be met? Operatinal risk is present all alng the mrtgage prcessing cycle and can have a dramatic negative impact n prfit, custmer satisfactin and yur reputatin. Sutherland has built a scalable and rbust netwrk t supprt BPO Operatins acrss the glbe using technlgies like ATM, MPLS, IP, Vice ver IP (VIP), RAD VMux vice cmpressin devices. All critical devices fr cmmunicatins thrughut the enterprise have redundancy. Sutherland has designed its netwrk t seamlessly allw redirecting f vice and data traffic frm ne lcatin t anther with n single pint f failure. All internatinal data circuits have autmatic re-ruting capabilities. Yur wrkflw will never be impacted. Technlgy That Delivers Cmpetitive Advantage Questins: What recent technlgy investments have been made? What unique technlgy based services d yu ffer? Outsurcing with Sutherland prvides the lender with best in class access t the latest in LOS supprt technlgy withut the assciated csts. Sutherland has a histry f investing heavily in technlgy infrastructure t create prprietary tls that supprt ur custmers business prcesses. Sutherland can deply wrk management, CRM, clickt-chat and staffing supprt technlgy t imprve the lenders perating efficiency and utsurcing results. Sutherland s innvative technlgy frees lan prcessrs frm rutine inbund call tasks and allws them t take an applicatin while n anther call. A large number f lan applicatins start after regular business hurs and with an utsurced slutin frm Sutherland, yu can receive applicatins 24 hurs a day, 7 days a week. With Sutherland wrkflw prcessing tls nly requiring prcessing f exceptins lan prcessrs can wrk nly n difficult cases and have increased lan prcessing efficiency by 75%. Manage Demand, Seasnality and Business Cycle Fluctuatins Questins: What training d yu ffer yur assciates? Hw d yu retain emplyee knwledge with turnver? Hw d yu manage attritin? It is a challenge t manage seasnal wrkfrce requirements during nrmal times. In tday s difficult envirnment, the ability t flex staff with demand changes culd be the difference between staying in business.r nt. Sutherland Glbal Services has skilled and trained assciates that becme available at the beginning f the busy mrtgage seasn. By retaining knwledge capital year ver year, quality is maintained, cstly errrs are reduced and custmer satisfactin can be imprved. Fcus n Cre Cmpetency One questin yu may want t ask yurself: Is the wnership and maintenance f mrtgage prcessing a true cre cmpetency r culd it be better handled by an utsurcing service prvider? Cpyright 2008 Sutherland Glbal Services

5 Client Case Study: Tp 10 Mrtgage Lan Originatr Client Backgrund A natinally recgnized lender with $23B in retail mrtgage riginatins / $20BB lan servicing prtfli Channels f distributin: Private label services, crprate relcatin, subsidiary brands Lans generated thrugh direct, affinity grup, whlesale and crrespndent channels Business Challenges Fixed csts significantly higher than peer cmpetitrs First time end t end mrtgage lan riginatin ff shre utsurcing engagement Legacy systems appraching technical and architectural bslescence Extreme seasnal demand Dated, inaccurate r nn-existent wrk prcess maps Training prgram lacked measurement tls t determine efficacy and remediatin prcesses Gals f Client Engagement with Sutherland Glbal Services Create and implement imprved business prcesses Manage and cntrl seasnal staffing Deply knwledge capital acrss rganizatin Mve as much cst as pssible t a variable mdel Reduce verall csts Imprve and prvide a cnsistent custmer experience Sutherland wrked with the client t develp a transitin plan that included a prcess and discvery phase, a slutin design phase, and a prttype with a 30-day client acceptance clause. All f these steps were met and nce implementatin began, the fllwing results were delivered: Cpyright 2008 Sutherland Glbal Services

6 1. Cst Efficiencies Sutherland enabled cst savings thrugh Glbal Prcess Management by assigning the right talent pl t wrk n the right piece f wrk, frm the right glbal lcatin, at the right time, at the right price. Dcument cntrl and delivery managed frm centers in the US and India Mail receipt / dcument indexing / secndary delivery packaging B2B and B2C vice supprt prcesses delivered frm centers in the Philippines Appraisal / title cmmitment fld certificate rder placements Hmewners insurance binder fllw up Underwriting due diligence prcesses delivered frm India Applicatin, disclsure and cmpliance dcument review DU / LP / Prprietary AUS re-decisining Agreement f Sale / Real Estate Purchase Cntract review VOE / VOA / VOD / VOR prcessing Appraisal / Insurance / Fld dcumentatin review and reslutin 90 days after full implementatin the client reached a 24% reductin in unit transactin cst, 25% frm fundamental adjustments t the wrk prcesses Click t Chat and Click t Vice delivered 20-30% custmer supprt cst reductin Ttal lan prcessing csts reduced 30% within the first year f implementatin 2. Custmer Service and Quality Imprvements Sutherland s Business Transfrmatin Grup applied a cmbinatin f strategy develpment, dmain expertise and prcess cnsulting and thrugh the Six Sigma disciplines redesigned and re-engineered wrk prcesses. Sutherland develped and autmated a data dictinary t cmplement clients LOS, develped list f standard phrases t eliminate repetitive situatins r tasks. Prcessed lans with an average handle time f 48 minutes fr mst cnfrming lan prgrams 99.75% f all dcuments and case level inquiries are cleared the same day f receipt. 95% f dcument tasks are cleared within 12 business hurs f receipt 95% f tasks are cleared within 8 business hurs f receipt Cpyright 2008 Sutherland Glbal Services

7 3. Revenue Enhancements Cmbined with a fcus n cntinuus prcess imprvement, Sutherland created significant value by giving lan fficers and lan prcessrs mre time t fcus n custmer cmmunicatins, which in turn, prtected the pipeline and increased pull-thrugh ratis. Lan fficers have mre time t surce fr new business rather than baby sit a pipeline. The client identified and retained nly thse lan prcessrs with superir skill sets with a particular emphasis n custmer service cmmunicatins, underwriting and the highest quality scres. The prcessing mdel als allws the lender t determine underwriting adjustments faster, fr faster mdificatin f any ptential lan level price adjustments. Of curse, faster due diligence results in earlier rate lcks which ccur create price arbitrage & executin pprtunities. 13% imprvement in lan pipeline pull-thrugh since inceptin Increased lan fficer custmer interfacing cntact by 18% (which allws mre time t sell) Lenders spread n the prcessing fees charged t the cnsumer has imprved up t 50% 4. Operatinal Flexibility One f Sutherland s clients is a leading tax sftware cmpany with majrity f its business ccurring in the January t April perid. The similarities f skill-set requirements and cmplementarities f business cycles between this clients and a mrtgage riginatin client, enabled Sutherland t pass n the peratinal efficiencies t bth its clients. Since the mrtgage client als has seasnal staffing needs, they were able t transfer fixed cst t true variable csts by utsurcing with Sutherland. Peak seasn ramp cycle time reduced frm 42 t 33 calendar days Increased lan prcessr case lads frm an average f 65 t % year n year retentin f crss skilled / redeplyed assciates Fr mre infrmatin, cntact Sutherland at (800) r us at sales@suth.cm Visit us at T learn mre abut Sutherland s Mrtgage Prcess Outsurcing Slutins: Cpyright 2008 Sutherland Glbal Services