Customer-centric transformation solutions across the mortgage value chain

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upED

QA/QC{

Lead

generation

Fulfillment

Underwriting

Closing/

fundingPost-closing

Servicing

Retention

• Decrease cycle time

• Reduce cost

• Enhance analytics

• Improve customer satisfaction

• Extend business hours

• Drive process efficiency

Exclusively focused on the U.S. mortgage industry with business processmanagement solutions that span the entire mortgage lifecycle. End-to-end orcomponent solutions that are delivered using our “right-shore” operatingmodel designed to your unique specifications.

Domain experts with 25+ years creating solutions that enable the mortgage industry to deliver on the dream of homeownership

Fully compliant business process management services across the mortgage value chain

Wholly owned subsidiary of Firstsource Solutions Limited

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Our global staffing capabilities are

easing clients’ human resource

challenges and enabling

lenders/servicers to rapidly scale.

With our RPA, OCR, ICR and AI

capabilities, clients are realizing greater

efficiencies, higher quality and faster

cycle times across the mortgage lifecycle,

driving a competitive advantage.

Our omni-channel customer contact

solutions and analytics capabilities are not

just solving clients’ staffing challenges,

but changing the way lenders/servicers

manage contact, while driving higher

customer satisfaction.

By combining technology, analytics and

people, we drive down clients’ cost to

service and improve competitive position.

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Process engineering

Labor arbitrage

Digital & automation

Advanced

analytics

Transformation is a continual journey to achieve better results. We offer multiple options to transform the mortgage experience.

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Retail & Customer

Direct

Third-PartyOrigination

Home Equity

RoutingServicing

Default Servicing

Automation & robotics

Omni-channel customer contact

Business operations

Analytics for operations & customer contact

Title, closing & escrow

Compliance & process consulting

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Mortgage processing S.A.F.E 50+DC

Servicing Servicing 48

Title Title35

(Compliant in 50 states)

Most comprehensive set of licenses in the mortgage outsourcing industry and uniquely positioned for the current market and future growth

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Expansive solution set built around the best technology, analytics and people

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Today’s consumers expect to communicate with us when, where and how they choose. The winners in customer experience understand the journey and meet clients when and where they want to be. Our contact center capabilities span all of the engagement options common in the market today.

SocialWebchatEmailPhone Surveys Mobile

Contact center capabilities

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Our firstSmartomation solution

We automate non value-added work to achieve strategic objectives, including:• Productivity improvements• Increased business scalability• Shorter training cycles and onboarding• Streamlined process compliance• Reduced human error and handle times

Our RPA Center of Excellence (CoE) is experienced in opportunity evaluation, requirements gathering and automation benefit analysis

Process capture tools are used to gather process information. Bespoke solutions are designed to create automated systems that work in equilibrium with an enterprises’ goals & processes

Robots comprised of tasks are scripted to accurately process tasks and free up human resources to do higher abstraction work

Robots are monitored and upgraded in a continuous automation feedback loop, and are rapidly scalable to handle processing goals

Automation Platform

Automation Strategy Mobilize Realize Operate and Grow

Development framework

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FirstCustomer Intelligence (FCI) is our proprietary analytics solution for voice and written customer contact. Speech and text analytics provide insights into customer contacts to expand the view beyond traditional customer surveys and performance metrics.

• Experience measure across 100% interactions

• Frequency of feedback, including daily feedback

• End-to-End view of the customer journey

• Measure overall performance, including a Net Promoter Score (NPS) and other customer satisfaction measures:

• Focused on operational efficiency and compliance

• Sampling based on small percentage or fixed number of calls

• Feedback generally focused on improvement areas, such as compliance violations, falling short of the agent’s overall performance

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INSURED

• ALTA title insurance policies and endorsements

• Junior loan policy

• Stand Alone Modification Endorsement/Stand Alone Endorsement (SAE)

• Title clearance

• LienSure™ protection policy

NON-INSURED

• Property reports (O&E)

• Deed reports (L&V)

• Ownership search reports

• Mortgage verification reports

• Foreclosure reports

CLOSING & ESCROW

• Scheduling closing appointment

• Closing disclosure preparation

• Signing services

• Pre-close packaging and review

• Post closing review, resolution

• Disbursement of funds

• Recording of documents

SIGNING SERVICES

• Scheduling closing appointment

• Signing services

• Audit of signed documents

• Return of closing package

• Document retrieval services

• Document preparation services

- Lien release- Assignment

• Subordination processing

• Post-closing services

• Recording

- Mail-away recording - eRecording

Providing customer-centric transformation solutions across the mortgage value chain

With global delivery capabilities, we have a diverse talent pool to deliver deepmortgage domain expertise across our solution set. With more than 25 years inthe business and an extensive team of industry veterans, we have the experienceto help you gain a competitive advantage.

Our domain experts incorporate industry best practices and cutting-edgetechnology to deliver timely services and assure maximum quality and customersatisfaction. Our solutions help clients reduce operational costs, increasecustomer satisfaction and improve efficiency, allowing them to focus on their corecompetencies. We measure our performance based on the success we enablefor our clients.

www.isgnsolutions.com