Embedded Files
Fidelity's Mortgage Servicing Package is the primary data repository and the system of record for all information on the loan. It provides a wealth of information for mortgage servicers to efficiently service the loan.
Instructor-led courses explored how the information on MSP screens would support the servicer as they:
Answer customer questions
Research payment histories
Arrange repayment plans
Resource guides supplemented training to reinforce OTJ learning and performance.
A customer's payment could change for two reasons: a change in the escrow account, or a change in the adjustable interest rate.
To answer customer questions, servicers needed to navigate several screens within the Mortgage Servicing Package (MSP). The flowchart pictured above guided the learners through the screens used to identify the cause of the payment change.
Instructor-led courses led learners through a process to quickly identify the cause of the payment change, reducing talk time and call escalation.
Resource guides supplemented training to reinforce OTJ learning and performance.
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