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Mortgage Services & Solutions

The changing scope of today's mortgage landscape has lenders looking for innovative solutions to meet fluctuating demand and counter higher default levels. Genpact's mortgage processing services leverage worldwide delivery capabilities, modern technology, and smarter analytics to design, transform, and run mortgage lending operations to better manage costs and improve customer satisfaction.

Genpact Mortgage Services delivers our Intelligent OperationsSM through a combination of innovative analytics, IT solutions, and process excellence to reduce costs and enhance mortgage processing efficiency. Based on a “best shore model," our mortgage solutions include the following:

Sales

With our comprehensive end-to-end solutions, we provide ongoing sales support through our existing global delivery network. Our solutions encompass:

  • Analytics
  • Lead Generation
  • Customer Counseling
  • Call Screening
  • Product Finder/Pricing Engine
  • Loan Pricing and Program Selection
  • Loan Application Management

Processing

Our integrated solutions combine Internet and Interactive Voice Response (IVR) and voice capabilities to deliver a self-service experience that reduces incoming call volumes and maintains refinance or loan modification term integrity while lowering processing costs and increasing customer satisfaction.Our solutions include:

  • Borrower, Third-Party Communication
  • Application Processing Disclosure
  • Pre-conditioning
  • Vendor Management
  • Document Verification
  • Rate Locking
  • AUDecision

Underwriting

Genpact provides seasoned personnel and advanced technology tools for more efficient underwriting operations. By combining technological solutions with efficient manual processes, we increase productivity while decreasing cycle times. We provide:

  • Credit and Fraud Risk Assessment
  • Collateral Risk Underwriting
  • Condition Management
  • Quality Control
  • Underwriting Decision
  • Underwriting Audit
  • Compliance Management

Closing and funding

We leverage global capabilities to improve the closing and funding process for our clients. This allows us to take a unique approach, combining the latest technological resources with innovative analytics designed to improve process flow and enhance productivity. This service includes:

  • Customer Contact
  • Document Draw
  • Condition Clearing
  • Loan Closing Coordination
  • Review of HUD-1 and Funding
  • Wire Request and Approval
  • Review of Docs/Loan Funding
  • Delivery

Our services span:

  • MERS Registration
  • Post-Close Review
  • Loan Stacking and Shipping
  • Trailing Docs
  • Investor/Servicer Delivery
  • Pre-Purchase Review
  • Purchase Approval

Servicing

Through the latest technology, innovative analytics, and strong people support, Genpact handles the day-to-day functions for fixed-rate mortgages, adjustable rate mortgages, biweekly mortgages, and second mortgages by streamlining the transactions associated with servicing and customer support. Our automated and manual services include the tracking of payments, tax and insurance expenses, and escrow funds, and the generation of coupons, end-of-year statements, and letters. We provide:

  • Setup and Payment
  • Escrow Services
  • Collections
  • Default Management
  • Refinance/Loan Modification
  • Short Sale/Foreclosure
  • Due diligence
  • Loan Maintenance and Customer Service

Our services span credit, regulatory compliance, fraud detection, representation and warranty, servicing, BPO value reconciliation, non-performing asset due diligence, pre- and post-funding quality control, loan defense, bankruptcy QC, agency quality assurance, document verification, data scrubbing, operational reviews, surveillance, data integrity, collateral, HMDA data scrubs, and RESPA Audit.

We help enterprises be more competitive by becoming more adaptive, innovative, globally effective, and connected through tightly managing costs, risks, and regulations and by supporting growth. Examples of our impact in the mortgage industry include the following:

  • Improved turnaround time (TAT) for a large U.S. mortgage originator creating US$150 million in business impact
  • Redesigned an originator's underwriting process, IT setup, and quality measures, to decrease application-to-disbursal turnaround time leading to a 45% increase in productivity
  • Improved conversion rate and decreased cycle times to best-in-class levels for a major U.S. lender, resulting in an $8 billion portfolio increase, 50% reduction in cycle time, as well as an $80 million decrease in operations cost