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Quality Control Review
Nexval offers a full suite of Mortgage Quality Control and Loan Review services.
We reduce downstream risks through focused quality control reviews.
As part of our pre-engagement, we work to understand your needs while providing quality staff to meet those needs; But our work doesn't stop there.We work with you throughout the engagement to improve the process and gain additional efficiency to lower your cost to underwrite loans.
ABOUT THE PROCESS
The Mailbox Management team is responsible for reviewing requests/queries received in various designated inbox from various parties.
Post Review, the team is required to route the requests to the designated teams to provide resolution.
The process of segregating and allocation required extensive human effort which could have been directed towards important functions.
There was no visibility on the resolution process or the escalation procedure which led to Delays, Non-Compliance, and Customer Dissatisfaction.
Nexval designed a two-pronged strategy to seamlessly manage the function. Self Service Platform Advanced queue management platform.
Self Service platform was designed to provide resolution for most common issues without the need to raise a request.
NexQ was linked with DocuChief to automatically identify and segregate issues raised based on the content and field selection. The system would automatically route all such requests to the concerned departments and keep a log of the resolution time frame with active triggers to handle escalations.
Reduction of assigned FTE's by 85%
Route TAT optimized by 10%
Timely resolutions increased by 53%
Escalations reduced by 62%
Adherence to CFPB compliance
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