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Mortgage Sentinel, a partnership between Lodestar Software Solutions and RDAssociates, claims to be the first of its kind “secret shopper” service for the mortgage industry. The service uses proprietary research techniques, in-depth analysis, and hands-on training to improve interactions between mortgage lenders and prospective borrowers.
Mortgage Sentinel leverages LodeStar’s network, an experienced mortgage technology provider with RDAssociate’s 20 years of compliance work experience, to develop a solution that monitors loan officers’ compliance with internal protocols and industry regulations. According to Douglass, the approach “ultimately leads to higher performance and higher profit for the mortgage lender”.
Mortgage Sentinel specialists work with mortgage lenders in advance of quality assurance or “secret shopper” audits to understand all policies and procedures that are in place to support compliance efforts. The compliance team will focus on specific problem areas and company-specific requirements in order to customize the quality assurance process.
From there, the Mortgage Sentinel team collects data by contacting the customer’s customer contact agents as potential borrowers. The subsequent interviews are recorded and the accumulated data is analyzed using the criteria set at the beginning of the project.
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