Scaling mortgage servicing operations with rapid workforce mobilization

Challenge 

Following a portfolio acquisition, a large U.S. bank was experiencing increased borrower demand that necessitated supplemental workforce support for its SPOC and outreach functions. These teams manage borrower communications, hardship assistance and loss mitigation activities, account inquiries, and proactive outreach to customers with early-stage delinquencies. 

Additional operational challenges such as virtual workspace connectivity issues, intermittent servicing platform outages, and other technology disruptions required close coordination with the client's technology teams. The bank also needed to rapidly onboard new personnel while maintaining servicing performance and customer support levels during this period of elevated demand. Bank leaders turned to Guidehouse for assistance with those needs. 

Approach 

We worked with staffing providers to recruit, interview, onboard, and deploy roughly 50 support professionals within five weeks. Our team coordinated closely with the bank to provision system access, support onboarding activities, and prepare personnel to support mortgage servicing operations at scale. 

SPOC team members served as liaisons between borrowers and the bank while supporting account inquiries, hardship assistance, loss mitigation activities, and escalations. Outreach specialists proactively engaged customers experiencing early-stage delinquencies by helping collect documentation and support borrower retention efforts. 

To maintain operational stability and service quality, we provided ongoing training, coaching, performance management, and operational oversight. Our team also worked closely with the bank's technology organization to identify issues, implement corrective actions, and improve system reliability throughout the engagement. 

Impact 

Over the course of the engagement, our professionals handled more than 90,000 borrower interactions across the client’s SPOC and outreach functions. Team performance compared favorably with the bank’s internal staff, with multiple team members consistently exceeding productivity and quality expectations. These strong results contributed to the client extending the engagement on two separate occasions. 

As operational and technology challenges were addressed, the team improved efficiency and increased call volumes while maintaining service quality. By rapidly scaling servicing capacity and providing sustained operational support, we helped the client maintain borrower engagement, support servicing continuity, and navigate a period of significant operational change following a major portfolio acquisition.