payment change

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.

By equipping customer service representatives with the skills to quickly navigate MSP screens, the course empowered them to confidently identify the cause of a customer's payment change within sixty seconds. This rapid problem identification drastically cut down on call escalations, leading to faster, more effective customer interactions and increased agent confidence in handling complex inquiries.