Brokerage Services
Documentation
Work with all parties to document:
- Clear business requirements for program administration
- Complaint escalation procedures
- Entire program process flow
- Call center scripting for applicable businesses
Regulatory Assistance
- Consult with servicer on the best way to answer regulatory inquiries
- Audits
- Subpoenas
- Requests for information
- Assist in quality assurance monitoring of 3rd party vendors
- Provide guidance on customer complaint resolution best practices
- Provide project management services throughout any implementation, change, and as requested
- Manage creation of letter verbiage and needed updates necessary to support the program
- Create and provide meaningful executive summaries from the vendor’s reports and updates
- Provide compliance updates culled from carriers, trade organizations and internal expertise
On Site Visits
- Coordinate periodic due diligence visits at tracker/carrier
- Assist with producing a comprehensive list of items to review
- Document areas needing improvement and areas reviewed