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Featured Client Case Studies

Content Management System for Escrow Content

Situation.
Headquartered in St. Louis, Missouri, CitiMortgage prides itself in making the dream of homeownership come true for a wide range of customers and partners across the country every day. As a member of Citigroup, they are focused on providing the highest quality mortgage products as part of an expansive portfolio of financial services that includes banking, insurance, asset management, credit cards, and much more.

Critical Issues.
CitiMortgage wanted to accomplish three main goals:

  1. Improve the efficiency, productivity, suspense tracking, and performance of their escrow management processes
  2. Allow for offshore staffing
  3. Track the quantity and quality of work performed by each employee and department

Reasons.
The information was managed in a mainframe system that was missing functionality. Any requested upgrades to the system were either not possible or required long delays before implementation.

Vision.
Darin Lenger, Assistant Vice President of Escrow Management Services for CitiMortgage told us they wanted a workflow tool for all functions in escrow management setup and audit.

Solution Provided.
Crowell Solutions provided CitiMortgage with a web-based database application written to their specifications. The application is deployed via their corporate intranet. As new loans are booked they are loaded into the application and then routed to the appropriate work queues for setup, audit, tax audit, and suspense. The application is scalable and supports more than 100 concurrent users. Users are assigned roles that allow them to perform specific functions. Analytical reports were developed that monitor work queues, inventory levels, and the performance of each employee.

Result.
The web user interface allows for offshore staffing which is critical to CitiMortgage’s plans. In addition to outsourcing data entry tasks to India, CitiMortgage has also used the web interface to outsource work to Assurant Insurance, a vendor in the USA.

  • More than 1,000,000 accounts valued at $68 billion have been setup and audited to date as of Dec. 2006
  • CitiMortgage saves $100,000 a year by using the system for outsourcing
  • Mr. Lenger says, “Where CitiMortgage really saves is on real estate, equipment, phones, etc. Without question CitiMortgage’s quality and efficiency has improved which reduces the cost of tax penalties, cancelled insurance, etc. CitiMortgage has better control of each process which keeps all the outside auditors and regulators happy. All of this is worth something but there is no way to determine how much.”