REO Quality Control
The key to Safeguard’s quality control practices is two-pronged, as our success hinges on two primary factors. The first is our contractors. Without a well-trained team in the field, we cannot accomplish our goals of perserving and protecting our clients' asstes. The second is our internal staff. Because we review each order for errors or discrepancies before the results are sent to our clients, we rely heavily on the expertise of the staff who review these orders every day.
Contractor QC Measures
New contractors receive in-depth training and instruction. New vendors participate in Safeguard’s credentialing program which allows them to train and work with an assigned regional coordinator and billing specialist to learn the ins and outs of the process. Vendors are in contact with their assigned Regional Coordinator on a daily basis during this period to ensure that we address all of their questions and concerns. We also emphasize training on the investor/insurer guidelines, as well as all client-specific requirements and directives.
Safeguard also monitors all contractors through our contractor rating system. The results from the rating system are reported to the contractors on a monthly basis. Any deficiencies noted are reviewed and kept on file. A vendor who received recurrent deficiencies will be placed in our Problem Contractor Program.
Through our field QC program, the conditions of various properties are evaluated in person by Safeguard, the client, the broker and contractors during city tours. The purpose of these tours is not only evaluation of the services rendered, but to also create a dialogue between all parties involved concerning process improvements that can be made to better meet everyone’s needs.
Staff QC Measures
Just as we focus on training our vendors, we also put great amounts of time, energy and resources into training and developing our internal staff. All processors go through a rigorous training program, which not only provides a solid knowledge of the industry and Safeguard's role in it, but also teaches the fundamentals of why we send certain orders, what our individual clients expect from us, and how we can achieve our corporate goals.
During the initial training program, every order completed by a new hire is then checked by a member of the QC Team. As the new hires become more familiar with the process, and as their QC scores reflect their progress, the new hires are gradually released from the QC process. This process often takes months, as we believe that this early learning stage is critical, not only to the accuracy of the work being submitted to our clients, but also to that employee's success with the company long-term. Early mistakes can be corrected before they become bad habits. The ongoing feedback from the QC Team continues after the initial training, as a percentage of all work from all processors is checked on a consistent basis.