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Home » Business Process Outsourcing » Loan Processing

Boosting Productivity, Accuracy, and Results for a Better Customer Experience

A wealth of competitors ranging from fintech startups to large tech firms have entered the lending and loan servicing market, setting customer expectations for a faster, simpler lending experience.  

Whether your focus is consumer lending, mortgage processing services, credit services or auto loans, exceptional customer service is vital to maintaining a competitive edge.

But all too often, an inefficient, manual structure for handling application volumes, collecting necessary documentation, and verifying customer backgrounds during a loan’s processing stage leads to errors and delays that frustrate potential borrowers and chip away at your bottom line. At the same time, turnover in the customer service industry has surged to historic levels since the pandemic, impacting consistency and performance.  

Enter Auxis’ loan processing outsourcing solutions. 

As former industry operators – not career consultants – we know how to solve the challenges financial services organizations face, honed by our unique perspective as experienced advisors and hands-on BPO providers. We bring together the operational strategy, process transformation, and nearshore service delivery models needed to make your loan processing operations faster, scalable, streamlined, cost-effective, and productive: 

  • Transform your customer experience. Auxis combines robust service-level agreements (SLAs), the latest technologies, continuous training, and an optimized operating model to maximize performance. We are focused on delivering a faster response and timely, accurate information that enhances customer satisfaction and trust.
  • Save time and resources with advanced technologies. In addition to process improvements, we bring the business and technical knowledge to optimize your loan processing operations with critical technology like automation, AI, machine learning, and analytics – streamlining workflows, automating tedious activities like document processing, delivering real-time insights that enable proactive decision-making, and more. Additionally, we can customize cutting-edge generative AI solutions that create more personalized interactions or help human agents effectively answer unexpected questions on the spot.
  • Reduce turnover. With strong and proven recruiting, onboarding, and retention practices, we keep attrition below industry average at our nearshore delivery centers – ensuring consistent performance. For example, we offer faster career progression opportunities than any captive shared services center.
  • Mitigate risk. Our outsourced loan processors have deep experience navigating the stringent security and compliance requirements surrounding the financial services industry. Auxis delivers the tools, safeguards, and processes to help you migrate your loan processing operations with confidence.  

Today’s borrowers demand speed and accessibility during the lending experience. Auxis’ loan processing service bring together the people, tools, and processes to meet changing customer behaviors and regulatory expectations head on. 

Improving operational excellence is a top priority for 67% of surveyed banking and finance leaders.

- Source: Gartner Top Customer Service Priorities in 2023

Loan Processing Services

Partnering with Auxis delivers instant access to best practices and the latest technologies to speed and streamline your loan processing operations, unlocking greater efficiency and productivity. We drive customer obsession with excellent service quality that permeates all loan processing steps, from initial application through completion. 

Our services, operated from a secure “clean room” environment, include: 

Loan Processing

  • Opening and processing a customer's loan application to completion. 
  • Reviewing loan applications for completeness and requesting additional information. 
  • Researching and evaluating a customer’s financial history and documents, including bank statements, pay stubs, award letters, credit history, and more
  • Verifying application details and identifying discrepancies
  • Accessing and reviewing various data sources at the federal, state, and local levels to identify prior criminal history and financial crimes risk
  • Calculating and validating income for underwriting submission
  • Collaborating with underwriters to process loans quickly, providing timely turnaround of customer applications and background verification requests

Customer Service

  • Achieving best-in-class customer service by meeting or exceeding customer experience KPIs like First Call Resolution and Customer Satisfaction Survey results
  • Building relationships with prospective and existing customers
  • Supporting multichannel communication methods, including phone, email, and chat
  • Providing timely, accurate answers to customer questions about loan products, application requirements, approval processes, loan acceptance and denial, and more
  • Providing application status updates
  • Serving as the voice of your customers, identifying and suggesting improvements for process bottlenecks and inefficiencies

Loan Processing

Loan Processing

  • Opening and processing a customer's loan application to completion. 
  • Reviewing loan applications for completeness and requesting additional information. 
  • Researching and evaluating a customer’s financial history and documents, including bank statements, pay stubs, award letters, credit history, and more
  • Verifying application details and identifying discrepancies
  • Accessing and reviewing various data sources at the federal, state, and local levels to identify prior criminal history and financial crimes risk
  • Calculating and validating income for underwriting submission
  • Collaborating with underwriters to process loans quickly, providing timely turnaround of customer applications and background verification requests

Customer Service

  • Achieving best-in-class customer service by meeting or exceeding customer experience KPIs like First Call Resolution and Customer Satisfaction Survey results
  • Building relationships with prospective and existing customers
  • Supporting multichannel communication methods, including phone, email, and chat
  • Providing timely, accurate answers to customer questions about loan products, application requirements, approval processes, loan acceptance and denial, and more
  • Providing application status updates
  • Serving as the voice of your customers, identifying and suggesting improvements for process bottlenecks and inefficiencies

We Deliver Cutting-Edge Technology to Help You Work Faster and Smarter

Harnessing the power of intelligent automation to increase performance and efficiency is a top priority in the financial services industry, traditionally dominated by tedious, time-consuming, paper-based activities. At Auxis, we adapt to your current systems while partnering with leading intelligent automation platform UiPath and other best-in-class tools to help you build smarter, faster, and error-free lending activitiesAccess streamlined workflows, intelligent document processing, generative AI solutions, real-time analytics, and more.

Nearshore Pioneers, Located in the Top Destinations of Latin America

With over 25 years of shared services experience in the region, Auxis’ BPO services are provided from Latin America’s top nearshore locations. Our customers receive critical advantages like time zone compatibility, strong cultural affinity, and highly educated talent with exceptional English proficiency and familiarity of North American operations.

Costa Rica

Most mature shared services destination in the Americas, with over 350 multinationals providing business services from the country.

Colombia

Ranked #1 in Latin America for availability of skilled talent on the IMD World Talent Ranking and ranked #1 on the Offshore BPO Confidence Index.

Supporting Hubs

Our support hubs offer the best quality, technically skilled talent from top nearshoring destinations including Mexico, Argentina, and Guatemala, and use best practices, technology, and innovation to drive continuous process improvement.

Trusted by Leading Organizations from Mid-Market to Enterprise

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Client Experiences

The Auxis Difference

Why Auxis is Different from Other Loan Processing Providers

We’re not just consultants, we are BPO operators and former industry professionals: bringing unmatched insights into the best practices and operational strategy for achieving breakthrough performance faster and more cost-effectively. We go above and beyond loan processing support to provide the technology, knowledge, and experience you need to achieve operational excellence: enhancing efficiency, optimizing processes, driving continuous improvement, implementing rigorous controls, ensuring scalability, and achieving exceptional results.

We help you navigate the vigorous security and compliance requirements that surround the financial services industry, delivering the tools, safeguards, and processes to help you migrate your loan processing operations with confidence. We implement robust measures to protect sensitive data. For instance: we can create a separate, secure clean room at our nearshore delivery centers with stringent security controls like specialized hardware and software, controlled access, multiple monitoring measures, prohibition of devices that can be used to copy information, and more. 

We are nearshore outsourcing pioneers, recognized annually on IAOP’s Outsourcing Global 100 list, and continue to stand out as one of the only market leaders with a robust nearshore model. Our global delivery platform in top Latin American hubs like Costa Rica and Colombia combines significant cost savings with highly educated talent, cultural alignment, outstanding English proficiency, and time zone compatibility – driving the real-time communication, collaboration, and critical-thinking skills essential to supporting loan processing activities. 

We are nearshore outsourcing pioneers, recognized annually on IAOP’s Outsourcing Global 100 list, and continue to stand out as one of the only market leaders with a robust nearshore model. Our global delivery platform in top Latin American hubs like Costa Rica and Colombia combines significant labor arbitrage with highly educated talent, cultural alignment, outstanding English proficiency, and time zone compatibility – driving the real-time communication, collaboration, and critical-thinking skills essential to supporting loan processing activities. 

We take a business-led approach to technology innovation in your loan processing operations, strategically layering intelligent automation, machine learning, advanced analytics, intelligent data capture, and more into your business operations and strategy. At a time that most digital transformation efforts fail, we bring the skills, resources, and experience to ensure effective implementation, sustainable improvements, and organizational adoption.   

Your success is our success. We tailor our nearshore loan process outsourcing services to match the challenges and opportunities unique to your business. Through our high-touch delivery model and flexible, results-driven approach, we become an extension of your team – optimizing processes, elevating operational visibility, delivering improved customer satisfaction and holding ourselves accountable for value realization. 

Ready to Accelerate Your Journey to Operational Excellence?

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