TheMReport — News and strategies for the evolving mortgage marketplace.
Issue link: http://digital.themreport.com/i/539233
Co nte nts Th e M Rep o RT | 3 14 Facing the housing challenge head–on An Exclusive Interview with FHA Chief Edward Golding 20 Revitalizing the ameRican dReam How Down Payment Assistance and Specialty Programs Can Turn Renters into Buyers 24 millennials on the move 2015 is the Year this Generation Becomes Homeowners 27 the tipping point With the economy improving, are consumers once again being swayed toward homeownership? special section 29 Business pRocess outsouRcing guide This month's issue highlights the top companies who manage business process outsourcing. depaRtments 4 exposuRe Introducing MReport's Editorial Advisory Board 7 take 5 Vladimir Bien-Aime, president and CEO of Global DMS 8 mdwell Buy vs. Rent 10 on the weB Mortgage Momentum 12 mcRowd See Who's Moving On and Moving Up in the Industry TH E M REP O RT | 31 BUSINESS PROCESS OUTSOURCING Special Advertorial Section COMPANY DESCRIPTION Founded in 2007, Guardian has provided property preservation, inspection services, property management, REO management, repairs, and general contracting for government agencies, banks, GSEs, mortgage servicers, hedge funds, asset management companies, REITS, and the resort industry. Guardian is a SBA certified HUBZone and 8(m), minority owned woman owned business. Guardian holds government field maintenance contracts with the Army Corps of Engineers and the National Park Service. Guardian has key personnel with over 25 years' default and REO management experience running HUD single-family and Fannie Mae REO contracts since 1993. The team has managed standing inventory levels of more than 60,000 REO properties and have managed and helped sell more than 500,000 REO properties. Guardian utilizes a cutting edge property management platform with a fully integrated mobile application that seamlessly integrates inspection and preservation results in real time. Guardian and its key personnel have had a top-rated quality service record for 20 years with HUD, Fannie Mae, GMAC, FDIC, GSA, Army Corps of Engineers, and the National Park Service. COMPETITIVE ADVANTAGE • Top-notch quality assurance program • In-house QC and vendor training • Mobile application and dispatch board with real time status ADDED VALUE TO CLIENTS • Nationwide "boots-on-the-ground" coverage • Full range of cradle-to-grave services • HOA, condo, and utility management • Vacant property registration services Guardian Asset Management is compliant with reporting inspection and preservation results in MISMO standards. This allows their clients to reduce costs and have an increased transparency and accuracy regarding asset status and preservation conditions. KEYS TO SUCCESS • Dedicated work teams by project • Fully transparent real-time data reporting with dashboards • Accountability with vendor and work team score-carding • Vendor retention, including service bundling, routing software, field supply discounts, and in- house field training. INDUSTRY AWARDS, ACCOLADES, AND MILESTONES Guardian is a SBA certified HUBZone and EDWOSB, as well as a minority owned, woman owned national property preservation and inspection company. Guardian Asset Management has a strong track record of providing services to the government sector, mortgage servicers, asset management firms, and banking institutions. TESTIMONIALS "Keystone has had the pleasure of partnering with Guardian Asset Management on several business endeavors, all proving to be successful in stimulating growth and exceeding client expectations. Guardian's leadership team are dedicated industry veterans that remain innovative in their approach to property preservation and maintenance. Their clear lines of communication and state-of-the-art technology allow for real time transparency into the status and condition of each asset or project. Together, our firms have successfully executed on its mission, addressing and ensuring compliance with the increased regulatory requirements within the mortgage servicing industry." —Ryan Hennessy EVP, Keystone Asset Management, Inc. Guardian is a proactive company that helps take all of the pressures off our asset managers. They have given us necessary and quality guidance in every aspect of field service management and property renovation; enabling us to make appropriate marketing decisions maximizing client's return on investment. Guardian handles all aspects of the field, and serves the community in a professional manner. I have nothing but praise for Guardian, they always exceed our expectations. Beyond their excellent technical understanding of REO field service management and construction, the most important aspect of a property management company is response time, accessibility, and communication–Guardian Asset Management receives A+ grades in all of these areas. —Chris Nelson RE/MAX Services, Broker/Owner Specializing in REO sales, asset management, and preservation Guardian Asset Management KEY PERSONNEL Jerry Mavellia CEO Dan Leader COO Greg Matecki CFO CONTACT INFORMATION Contact Dan Leader, COO 215.354.6675 drl@guardianassetmgt.com 2021 Hartel St. Levittown, PA 19057 Website: GuardianAssetMgt.com 30 | TH E M REP O RT BUSINESS PROCESS OUTSOURCING Special Advertorial Section COMPANY DESCRIPTION A custom business process solutions outsource provider. Global specializes in creating custom solutions for clients in areas such as: accounting, sales, marketing, social media, legal back office, and many other administrative and research based tasks. Each solution provided to clients comes with daily reporting, 24/7 access and escalation to operations, and intellectual property protection. With offices in metro Manila, Philippines; Texas; North Carolina; and New York and U.S. citizens in its operations center, they are able to not only provide a high level of service and transparency, but also provide pain free and long standing solutions. COMPANY HISTORY Global was founded in 2006 by four default industry veterans, two of whom manage its office in metro Manila, Philippines and two of whom remain in the U.S. Global got its start servicing several law firms, handling all manner of back office default document preparation. Over the years, Global has evolved and expanded its services to include an inbound/outbound call center, accounting services, staffing, insurance, and SEO tasks, among others, to complement Global's default operations. REGULATORY COMPLIANCE Global takes great pride in its recent ISO 27001 Data Security & Integrity certification, which provides validation of the company's ability to define, document, and replicate processes for clients and ensures that all the work Global performs is done securely. BUSINESS LINES, SERVICES, AND PRODUCTS Global can customize, replicate, and enhance processes for clients in many areas of their operation. They have long-standing experience in the default services, real estate, REO, title, and financial services industries. They now support clients in various verticals, handling all manner of sales, marketing, data entry, QA, research, and accounting related services. GEOGRAPHICAL SCOPE AND COVERAGE AREA Global Strategic is an international company with clients in the United Kingdom, Australia, Philippines, and the U.S. KEY FEATURES/BENEFITS Global maintains a brick and mortar operations center in metro Manila, Philippines. Unlike many competitors in the outsourcing space all of Global's employees work onsite within a Biometric Entry and ISO 27001 Certified Operations Center. • U.S and offshore operations • Three U.S. citizens on site in the metro Manila office in management and training roles • Two training rooms, cutting-edge approach to cross-training and scalability, ISO 27001 data security and integrity certified, biometric entry, and 24/7 security and operations General Data Entry • Establish task procedures (playbooks) • Utilize process matrices and checklists/cheat sheets • Designate resources to audit work output • Administer regular coaching sessions to review overall performance of resources/teams • Hold calibration calls to revisit procedures and/ or standard processing times • Daily/weekly review of audit results Call Center • Real-time monitoring of agent activities • Live barging of calls • Reviewing of call recordings to measure quality and verify call results • Administer regular coaching sessions to review overall performance of resources/teams • Daily/weekly review of audit results • Hold conference calls/meetings to discuss SLAs ADDED VALUE TO CLIENTS Global provides detailed FTE (full-time employee) reports that are tailored to each client. Additionally, they construct a client user manual for each client, which provides added intellectual property protection for their clients. Their trainer process ensures that for every facet of your operation that you outsource with them you will never have to manage, fire, hire, or train in that area again. Keys to their success are a dedication to transparency and a process improvement with their clients' back office operations. INDUSTRY AWARDS, ACCOLADES, AND MILESTONES • ISO 27001 Data Security & Integrity Certification • Grow Your Own Leaders Award" from DDI (Development Dimensions International) in December 2011 • Competitive Advantage Paragraph from 2013 version. • Keys to Success Paragraph from 2013 version. • Add General Data Entry paragraph and call center paragraphs from 2013 under "Key Features/Benefits" Category KEY PERSONNEL Rudy Casanova VP of Sales & Marketing Mark Matsuyma President Brian A. Flaherty COO Jun Lota VP of Operations STAFFING Employees: 185 CONTACT INFORMATION 2326 S. Church St. Burlington, NC 27215 Phone: 336.283.8668 Email: brian.flaherty@ globalstrategic.com Web: GlobalStrategic.com Global Strategic Business Process Solutions, Inc. P R E S E N T S TH E M REP O RT | 29 BUSINESS PROCESS OUTSOURCING GUIDE Many companies have tightened their operating ships—and strengthened their bottom lines—by clamping down on costs and sending various segments of their business to companies that can handle the volume. This month's issue highlights the top companies who manage business process outsourcing. Don't let important aspects of the mortgage realm be a source of stress for your business, instead partner with a company who can help you streamline the process.