Goal Solutions, through its subsidiary, Launch Servicing has launched an innovative, proprietary servicing platform, Simplify, designed to transform how our operations team manages loan procedures and interacts with clients. By leveraging advanced AI-driven assistance, Simplify not only streamlines internal workflows but also significantly enhances the quality of service delivered to our clients. Below is an overview of the key client benefits, including compliance assurance and improved customer service, made possible by Simplify.
Ensuring Compliance Through Accurate and Consistent Procedures
One of the primary advantages of Simplify is its capacity to promote compliance across all loan servicing activities. The platform turns an extensive library of loan procedures into an intelligent assistant, providing staff with instant access to the correct, up-to-date policies and steps for a variety of scenarios. This reduces the risk of human error and ensures that every client interaction adheres to regulatory standards and internal policies.
By utilizing precise queries built around the four essential elements—Department, Brand, Contract Type, and Action—our team can retrieve tailored, authoritative responses. This structured approach guarantees that the procedures followed are consistent, compliant, and aligned with the latest regulatory updates, ultimately safeguarding both the client and the company.
Enhancing Customer Service Through Speed and Confidence
Simplify empowers our operations team to work faster and more accurately. When customer inquiries or requests arise—such as lease transfers, loan modifications, or hardship options—the platform provides quick, clear answers and step-by-step guidance. This immediacy reduces wait times and enhances the customer experience, demonstrating our commitment to responsive service.
Moreover, Simplify’s ability to deliver detailed summaries, references, and actionable steps results in more confident interactions. Customers benefit from knowledgeable, efficient assistance, which fosters trust and satisfaction. For example, when a customer requests information about repayment options during hardship, Simplify can quickly present the most relevant choices, backed by policy references, ensuring our team provides accurate and comprehensive support.
Supporting Default Prevention and Financial Well-Being
In addition to routine servicing, Simplify plays a vital role in default prevention efforts. By comparing options—such as pre-payments, buyouts, or postponements—for customers experiencing financial hardship, our team can recommend the most suitable solutions. This proactive approach helps clients manage their loans effectively, potentially avoiding default and preserving their financial stability.
Accelerating Service Efficiency and Improving SLAs
Having relevant information at agents’ fingertips through Simplify significantly impacts service efficiency metrics like Average Handle Time (AHT) and Resolution Rates. When agents can quickly access precise procedures, policy references, and step-by-step guidance, they spend less time searching for answers and more time resolving customer issues promptly. This leads to faster call resolution, higher first-contact resolution rates, and ultimately, improved SLAs.
By reducing the time spent on each interaction and increasing the likelihood of providing accurate solutions on the first attempt, Simplify helps us meet and exceed service level expectations. This not only benefits our clients through quicker resolutions but also enhances agent productivity and job satisfaction.
Continuous Improvement and Team Collaboration
Simplify encourages ongoing learning and collaboration. Team members are guided to craft specific, keyword-rich queries to maximize the platform’s effectiveness, leading to better outcomes for clients. Sharing successful search strategies and providing feedback on summaries ensure that the system evolves to meet client needs more effectively.
In Summary
Simplify benefits servicing clients in the following ways:
- Regulatory compliance through consistent, accurate procedures
- Enhanced customer service via rapid, confident responses
- Proactive default prevention with tailored options for hardship situations
- Operational efficiency that translates into better client experiences
By integrating Simplify into our servicing processes, Goal Solutions reinforces its commitment to exceptional client care, leveraging technology to deliver smarter, faster, and more compliant service every day.
Goal has consistently partnered with clients, offering expertise, guidance, and crucial services that lead to seamless and prosperous transactions. Specializing in ABS investor reports, financial statements, and associated reporting services, we are recognized leaders in the structured finance sector. Our comprehensive suite of solutions goes beyond standard reporting, encompassing vital services such as loan servicing, backup servicing, default prevention, collections, rating agency support, and master servicing. With a steadfast commitment to excellence, we facilitate a wide array of ABS transactions across diverse asset classes, ensuring our clients receive unparalleled support throughout their financial journey. Contact us to discover how we’ve enabled hundreds of clients to successfully tap into the securitization markets; we’ve proudly assisted in four inaugural client securitizations in 2024 alone. We’re eager to discuss your specific questions and objectives, and to tailor a solution that best meets your unique business requirements
To learn more about Goal Solutions and schedule an exploratory call, please visit: https://goalsolutions.com/ or contact:
Brian Cox
Vice President – Business Development
617-680-3515
[email protected]
