Product Encyclopedia
The Challenge
Home insurance rates skyrocketed after several weather related events in Southeast Louisiana causing mortgage payments to increase significantly. The FI had a robust ticketing system in place, but there was a disconnect related to who was responsible for entering tickets into the system and who was responsible for communicating with the client once a ticket was entered. This, along with inconsistent data in the three locations team members accessed to resolve the ticket often resulted in incorrect information being provided to the client.
The end result was multiple tickets being entered for the same client, inconsistent communication between the back office and the branch, delinquent mortgage payments and frustrated clients.
The Solution
Identified the Escrow Statement as the single point of data.
Assigned the branch manager to initiate tickets from the branch.
Selected six key data points from the escrow statement and trained all branch personnel on how to identify and communicate the correct information to the client.
Utilized the FI’s partner branch methodology to ensure at least two branch managers could not provide the client with the correct information before a support ticket was opened.
Served as the gatekeeper for those tickets that required an in depth analysis of the issue and communication between departments to ensure the client was provided correct information and the team members understood the issue so they could handle similar issues going forward.
The Result
Improved
The ability of branch team members to resolve 95% of client questions the same day.
Communication between branch team members and the members of the Escrow department.
Reduced
The number of tickets entered into the Escrow queue by 95%.
Escrow related customer complaints by 50%.