One of the top 3 banks in the US, providing banking, investment and mortgage products and services. The client needed a solution to handle sudden spike in the business volume resulting from high unemployment rate due to COVID-19 forbearance and mortgage market conditions in the US. They estimated to have 1 million or 20% of all forbearance markets and were looking to ramp up 1,600 experienced mortgage operations resources and a business solution to assist customers with payment assistance during pandemic. They wanted to manage end-to-end process for COVID-19 forbearance, underwriting, funding, closing, repayments, deferrals and loan modification processes.
Today, Mphasis is an essential part of the clients’ growth journey. We helped them in -
600 Contact Center FTEs growth (net) in 4 months, in the backdrop of wage increase
Exceeded all parameters and SLAs of implementation as well as current BAU
Ramped up to more than 1600 employees in 60 days
Achieved more than 98% of SLAs on all KPIs
Cultural alignment and knowledge management, which is an essential catalyst to support growing business through various programs