At QRL Financial Services, we're dedicated to providing a high-level of service excellence with every borrower interaction. The best way to describe our loan servicing division, which concentrates fully on creating and maintaining a borrower-centric environment, would be to use words such as proactive, friendly, and responsive.
| Standard | Target |
|---|---|
| Call abandonment rate | 0% - 3% |
| Average speed of answer | 0 - 45 seconds |
| Post payments within 24 hours | 100% |
| Reverse NSFs same day | 100% |
| Timely payment of real estate taxes | 100% |
| Timely payment of hazard insurance premiums | 100% |
| Payoffs received and processed day of receipt | 100% |
| Release of escrow post payoff | within 20 days or earlier as required by state law |
| Timely release and satisfaction of loan | 100% |
Borrowers are provided access to loan information immediately and conveniently via telephone, monthly billing statements, e-statements and the internet. Remittance options include electronic debit, pay-by-phone, and payment at a branch office or online.
Servicing demands an ongoing investment in technology to stay up-to-date with new loan products and to exceed borrower expectations. At QRL Financial Services, we deliver the most advanced service technology 24/7. Through the internet or our automated telephone system, borrowers can conduct self-service transactions allowing them to enroll in auto drafting, make a payment, sign up for electronic statements, order amortization schedules, order payoff statements, and order year-end statements or copies of loan documents.
QRL Financial Services knows how critical it is to perform servicing functions efficiently, accurately, and in a timely manner. The consequences of not doing so can lead to fines, penalties, interest—or worse! Some of the high-risk areas that we take responsibility for on your behalf include investor remittance and reporting, delinquency control, and compliance to state and federal laws.
Mortgage loan servicing can be an extremely costly and risky endeavor for financial institutions. Some of the important drivers in reducing overall servicing costs include the volume of loans to service and the maintenance of an efficient and effective servicing environment. By working with QRL Financial Services, you can eliminate fixed costs such as salaries, benefits, space, and equipment. You'll realize reduced costs for servicing mortgage loans – and know what these costs are in advance.