Service Lending Managed Services Increase Efficiency, Reduce Cost and Improve the Customer Experience Within Your Lending Operations
Service As the new global economy continues to evolve, the success of your financial institution could depend on the speed with which your lending operation can adapt to market dynamics, alternative technologies and new economic realities. Lenders are more focused than ever on lowering operational costs, optimizing technology and meeting borrower demands for more choices and options. Fiserv understands your challenges and offers a broad range of managed services to meet business needs. Fiserv is ideally positioned to help organizations solve complex business challenges. Regardless of the diversity of your loan portfolio mortgages, home equity loans and lines of credit, installment, automotive or commercial loans Fiserv can add value to your lending operation. A perfect combination of lending expertise and comprehensive technologies and services addresses virtually every part of your business process. Delivery models vary based on your business requirements; however, there are three foundational models from which to choose to mitigate risk and focus on growing your business: Managed IT Services Managed Professional Services Managed Business Process Outsourcing (BPO) Services Lending Managed Services from Fiserv allow you to successfully outsource selected business processes to achieve greater efficiencies and economies of scale. We combine deep domain expertise with many years of both lending and IT services experience to deliver high-quality outsourcing services, not as an external third party, but as a seamless extension of your business operation. Complete Spectrum of Lending Managed Services Fiserv offers innovative and agile solutions for mortgage, consumer, automotive lending and automotive leasing. A systematic planning and execution framework ensures that the value delivered is the value you expect. This approach eliminates guesswork and enables us to identify the best strategy for each process. Managed IT Services With the increased complexity of IT systems, maintenance cost and systems integration are major challenges. In fact, some IT systems have grown to the point where they create legacy support issues. In addition, organizational silos have forced many financial institutions to focus strictly on their immediate need. As a result, the best IT talent is wasted on maintenance and deployment activities. In order to compete in the marketplace, your IT systems must be adaptable and flexible. Fiserv offers a comprehensive range of managed IT services for bundled lending solutions, including: Application management Testing services Systems integration Remote infrastructure management Value-added services 1
Delivery Model Based on Client Needs A dedicated team of experts with a keen understanding of the latest technology processes and practices helps you achieve your business goals. The three most prominent Managed IT Services models are: Client Project Focused Onshore resources that perform client-specific projects and/or maintenance activities based on client-driven directives; this model deploys Fiserv-managed resources Managed Client Application Combination of onshore and offshore Fiserv resources that perform clientspecific activities; this model replaces client IT infrastructure and maintains either Fiserv or competitors applications IT Management Support Mainly offshore resources that manage and maintain either Fiserv or non-fiserv technology solutions; this model deploys Fiserv resources to process, support and manage code applications Managed Professional Services You can reduce the costs within your lending operation, promote greater productivity and execute sound business strategies with our broad spectrum of custom-tailored consulting services. Managed Professional Services offer effective tools for increasing your backoffice and customer service capabilities without increasing head count or negatively affecting operating budgets. Our application experts work with your team to optimize software performance without increasing your staff. Our professional services team assesses your lending environment and develops best practices to maximize your use of such Fiserv lending applications as Automotive Loan Origination System v5, Common Origination Platform, UniFi Pro, EasyLender, LoanServ, Secure Lending and LeaseMaster. We tailor consulting engagements to focus on a specific functional area or on overall operational performance specific to client needs, such as: Account set-up and maintenance services Legacy application support and maintenance Implementation and rollout support Software system retrofits and release upgrades Systems consolidation System re-engineering and remodeling to improve overall output Loan workflow automation Content management Data warehouse migration and data cleansing and analytics Fiserv adopts a partnership approach with a client s entire environment their partners, suppliers, and customers to deliver highvalue solutions, not just product knowledge and support. 2
Managed BPO Services During the last two years, many financial institutions reviewed their processes and reduced short-term cost. Now, it may be time to look for longer term efficiency gains to keep you competitive. One way to do this is to outsource routine back-office processes, a move that reduces the need for additional capital outlays for things such as new technology or more office space, and makes ongoing operational expenses more predictable. Providing knowledgeable and passionate service has never been more important for your lending business. Enabling borrowers to do business with you on their terms is critical to maximizing your relationship with them. Fiserv BPO services help you improve the customer experience, enhance satisfaction and reduce costs through an extensive offering that benefits your lending enterprise: Contact center overflow After-hours calls Customer care Online banking support Conversion support Collections and recovery Skip tracing Lien release Direct mail follow-up calls Customer surveys Lead qualification Helpdesk Level 1 support Lease maturity management Sales campaigns Contracting with Fiserv for BPO services provides the flexibility to scale your resources as business cycles dictate. You continue to control your customers experience; you just change how you manage that experience. Perhaps your organization would benefit from outsourcing conversion support services to manage the short-term spike in calls during a go-live launch; or helpdesk Level 1 tasks such as password resets; or collections and recovery support to handle the influx of delinquent customers causing higher-than-usual repossessions or foreclosures. Each customized program enables you to outsource a repetitive back-office process so you can manage the more complex customer issues and shift resources to higher-priority initiatives. Comprehensive Transition Methodology From initial discovery to steady-state operations, we work to achieve your business objectives with a minimum of disruption to your organization and complete transparency to your clients. Our goal is to transform and enhance your business processes not just at the outset but continuously. Our team uses performance metrics, provides feedback and generates dashboard reporting for the highest-quality management control. Our BPO services help you improve the customer experience, enhance satisfaction and reduce costs through an extensive offering that benefits your lending enterprise. 3
The Lending Managed Services Advantage Fiserv provides a wide range of Lending Managed Services that support and complement our lending solutions. Drawing on our extensive background in financial services, strong quality orientation and technology innovations, Fiserv is an effective partner for your managed IT, professional services and BPO services. Expertise Across All Aspects of Lending Fiserv offers lending expertise across the value chain, including commercial and retail banks, thrifts, credit unions, automotive finance companies, mortgage servicers and specialty lenders. With over 26 years of in-depth experience serving financial institutions, managing information technology and handling back-office operations, we offer the ideal blend of solutions and services that you need to grow your loan portfolios and make your lending operation more profitable. Best-in-Class Information Security Our services come with a commitment to the highest level of information security to ensure the privacy of clients data. This is demonstrated by key industry certifications that include PCI DSS, SAS 70 and ISO 9001:2008 for all our delivery centers. Fiserv understands your business, and we can deliver the perfect mix of products, services and market expertise. When you partner with Fiserv, you gain access to experts who know how to optimize your current lending environment. Connect With Us For more information about how our Lending Managed Services can benefit your organization, please contact us at 800-872-7882, getsolutions@fiserv.com or www.lending.fiserv.com. Global Delivery Fiserv has multiple delivery capabilities, providing an optimum mix of onshore, near-shore and offshore solutions that take advantage of flexible, scalable resources based on business needs. Our collaboration allows us to consolidate best practices, knowledge retention, and project delivery and control. 4
About Fiserv Fiserv is driving innovation in Payments, Processing Services, Risk & Compliance, Customer & Channel Management and Insights & Optimization, and leading the transformation of financial services technology to help our clients change the way financial services are delivered. Visit www.fiserv.com for a look at what s next, right now.
Fiserv, Inc. 255 Fiserv Drive Brookfield, WI 53045 800-872-7882 262-879-5322 getsolutions@fiserv.com www.fiserv.com 2011 Fiserv, Inc. or its affiliates. All rights reserved. Fiserv is a registered trademark of Fiserv, Inc. Other products referenced in this material may be trademarks or registered trademarks of their respective companies. 625-11-12075-COL rev. 02/12