Customer Complaints Review: For a top 5 non-bank mortgage servicer, Navigant assessed complaint handling and resolution processes for complaints that were received by the enterprise call center.
Navigant assessed complaint handling and resolution processes for complaints related to: default management; loan modifications; bankruptcy or foreclosure; written complaints related to servicing; third party inquiries including foreclosure and bankruptcy attorneys and corporate complaints from regulators & lawmakers. Additionally, Navigant assessed the quality control and compliance monitoring processes, organizational structure, governance processes, complaint measurement and reporting, complaint handling policies, procedures & business processes, employee training and skills and support systems. We created an end state design for customer complaint handling, for both the residential loan servicing business unit and the parent bank.
Our recommendations included short term fixes as well as long term solutions for a world class customer experience solution.