Compliance
Our best-in-breed Compliance Management System (CMS) meets all federal laws, regulations and guidelines. More importantly, it was built with a focus on the four elements most critical to any successful CMS: Senior leadership and management oversight, a corporate culture of compliance, a consumer complaint management program, and maintaining an independent compliance audit process.
FOUNDATIONS OF COMPLIANCE
SENIOR LEADERSHIP AND MANAGEMENT OVERSIGHT
Clear expectations of compliance within any organization must come from senior leadership. Establishing compliance as a priority and adopting clear policies and building an appropriately staffed function is necessary to create a culture of compliance.
A STRONG COMPLIANCE PROGRAM
The organization must define and document its commitment adherence through a formal, written compliance program with policies and procedures, training, monitoring and corrective action.
A CONSUMER COMPLAINT MANAGEMENT PROGRAM
We proactively customize our systems and work processes to make compliance simple. We protect your business from non-productivity, providing tools that help offset the inherent risk associated with servicing consumer related products.
AN INDEPENDENT COMPLIANCE AUDIT
Maintaining an independent compliance audit process allows the organization to review policies and standards and ensure they are being implemented. The program can be strengthened by remedying any deficiencies.
WE PROVIDE SOLUTIONS NOT PROBLEMS
The Compliance Management System (CMS) at Servicing Solutions stands at the very foundation of our company culture, and it is embedded in everything we do. We strictly engineered our CMS by state and federal laws, regulations, and guidelines and generated a comprehensive compliance program built on the four elements critical to any successful Compliance Management System: Senior Leadership and Management Oversight, a Strong Compliance Program, a Consumer Complaint Management Program, and an Independent Compliance Audit. This generates a noticeable advantage, and sets us apart from other servicing organizations in the industry.
Servicing Solutions Compliance Management System includes:
Servicing Solutions ensures that its Compliance Management System is fully supported by senior management, by regularly engaging them in every aspect of compliance related matters and decisions. This includes senior management participation on the Compliance Committee, during regular meetings to review compliance related trends and results, to address the remediation requirements for any compliance matter, and for the review and approval of compliance related policies and procedures. By ensuring that the senior management of each departmental area is consistently engaged with compliance as a top priority, compliance remains embedded at the forefront of everything we do for our customers and clients.
Servicing Solutions maintains a formal vendor management process. Vendor management ensures that each prospective third-party vendor is vetted through a due-diligence process prior to conducting business with, or on behalf of Servicing Solutions. In doing so, Servicing Solutions ensures that vendors Servicing Solutions elects to conduct business with, follows the letter and spirit of legal and regulatory requirements.
Servicing Solutions records and retains digital voice recordings on 100% of calls with consumers and customers, which serves as a valuable control and provides the ability to conduct regular random and targeted call monitoring activities. The ability to monitor calls allows Servicing Solutions to provide developmental feedback to agents to continuously improve performance. In addition it allows us to research any potential issues or concerns, to ensure we maintain full compliance and can correct any behaviors that are not completely consistent with that objective.
Servicing Solutions embraces training as a foundation that drives behavior in numerous areas, including compliance. From new-hire to seasoned veteran, we leverage in-class and computer based training to educate our team about regulatory requirements and the importance of maintaining strict compliance when conducting day to day business and interacting with customers. Compliance works closely with the Training department at Servicing Solutions to design the compliance training curriculum, and to ensure required training is completed and results are tracked.
Servicing Solutions maintains a well-defined complaints response and management process to ensure that any formal complaint is responded to accurately and in a timely manner. Complaints are reviewed from a trend-analysis perspective to determine the reasons for complaints, and to remediate any issues generating complaints and to minimize or eliminate the root-causes that result in escalated customer concerns.
The Internal Audit department at Servicing Solutions is commissioned with the regular auditing of specific business process to ensure best-practices and compliance with legal and regulatory requirements. In addition, each department is audited on a regular basis to ensure compliance with departmental policies and procedures, and to make recommendations to change and improve performance. Regular compliance testing monitors and tracks results related to specific compliance related requirements, so any issues can be identified and remediated quickly. Additionally, Servicing Solutions partners with CAPCO (formerly FIS) to review and evaluate its compliance program on a regular basis.