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Case Study

Compliant lien releases

Client Information

The client is one of the largest residential mortgage servicers in the nation.

Background

The client’s mortgage lien payoff division handles on average 35,000 lien releases per month. Lien release documents must be prepared and recorded promptly to meet compliance requirements.

Problem Statement

  • Our client had an immediate need to reduce overhead and staffing costs
  • They also had a backlog of lien release documents to be processed and recorded to avoid the risk of falling out of compliance
  • In addition, a there was a high volume of rejected and or unrecorded lien releases, which increased our client’s risk of missing state compliance deadlines and potential financial penalties

Solution Summary and Key Benefits

  • Indecomm consulted with our client to gain a full understanding of their applications and various processes
  •  Indecomm and our client agreed on an extensive and accelerated training schedule for our associates to learn the applications and processes
  • We developed a proprietary check application to process recording jurisdiction fee checks
  •  Indecomm created a plan to clear the backlog and meet state compliance requirements
  • We deployed trained resources in the U.S. and India to support the required tasks
  • Indecomm created reporting tools to assist in managing the workflow, ensuring quality, reducing costs, and meeting state compliance deadlines

The Result

  • Our client experienced an immediate 25 percent cost reduction for the preparation and processing of lien releases
  • Indecomm was able to demonstrate improved quality through the significant reduction in the overall lien release documentation rejection rate
  • Indecomm’s client was able to see improved turnaround time, which reduced the risk of financial penalties from not meeting state compliance deadlines

Summary

  • A servicer had a backlog of lien release documents to process plus an immediate need to reduce staffing costs in the lien release department
  • Indecomm developed and implemented a plan and process to clear the backlog, minimize the errors, and ensure lien releases are perfected within state compliance timelines
  • Indecomm’s client realized a 25% immediate cost reduction and met state compliance requirements