Servicers today need to manage a range of incoming communication from borrowers. These could be requests related to forbearance, default, or other routine requests/ complaints. It hence becomes inevitable to have a robust mechanism to sort through these incoming requests, and then allocate it to relevant processors, based on the request.
A smartly designed Mailbox Monitoring System can help servicers manage the forbearance and other default related requests with a high level of quality and consistency. It will make sure that every request coming in is allocated to the relevant processor, in time and SLAs for response are defined clearly. Through the system, servicers can also keep borrowers informed of options, and reassure them. The solution itself rides on robust technology and a unique ticketing system that tracks every request through to its logical closure and tracks SLAs, timelines, and flags compliance issues.