Default Servicing Technology Landscape


Since the introduction of LenStar, default management platforms have focused on managing default timelines. LPS Desktop, LenStar/Tempo, VendorScape, Quandis Loan Servicing and others do an excellent job at this: all parties involved with the default can view the timelines, and given the appropriate permissions, update the dates. However, keeping track of the default timeline dates is but a small fraction of the work required to manage a default.

For all the upgrades and enhancements made (and being made) by technology providers in the mortgage default servicing arena, there remains gaps in the ability of business users to implement new requirements effectively and easily. The inter-connected nature of mortgage servicers and their vendors almost always mandates getting IT departments involved. When evaluating a default management solution (DMS), servicers should evaluate the platform with both current and future use cases in mind.

Tasks: Keeping Users in 1 System

Managing a default means communicating with multiple systems: a servicing system (MSP, MortgageServ, etc.), your DMS, document imaging, valuations, PACER, and probably 3-8 home-grown systems used by collections, bankruptcy and other departments. Expecting processors to be able to navigate and manage multiple systems to complete a single task is, well, so 1990’s.

Your DMS should be able to present users with a work queue, and when they drill down into a task on that work queue, present a single page from which they can accomplish the task without opening other windows. This means that, either prior to rendering the task or as the task is rendering, the DMS should be able to:

  • Fetch the latest data from your servicing system (has a payment been made?),
  • Check other systems based on conditions (foreclosure sale is tomorrow, check PACER for a bankruptcy filing),
  • Call an internal NPV model to help determine ,
  • Render all of the information needed to complete the task, and
  • Determine the level of approval needed to complete the task.

Just as “power users” can establish timelines in current default management systems, they also need to be able to configure the default workflow to determine when to accomplish each of the bullet points listed above. Questions to ask include:

  • Can a power user create a step in the workflow to get current data from your servicing system?
  • Can a power user create a step in the workflow to request products from your vendors?
    • examples include BPOs, AVMs, Bankruptcy searches, SCRA checks, property inspections, title, pub and post
  • Instead of your IT department creating a web page for users to run NPV calculations, have they exposed an NPV calculator that your DMS can call as needed? Can a power user determine what constitutes “as needed”?
  • Can a power user control the user interface of a task? Not just creating new fields to track, but also things like:
    • rendering a panel displaying documents from your imaging system
    • complex controls like calculating payoff and reinstatement quotes
    • prompting for sets of documents required for a particular loan modification
  • How easy is to configure routing of a task for “final approval” based on power-user chosen criteria like UPB range, geographic region, and LTV ratios?

Producing Documents: Be Compliant

In the olden days (2010), document production was pretty straight forward: servicers produced their documents (often via the servicing system or a channel partner), and attorneys produced their documents via their case management system. There has always been some pain surrounding attorneys ensuring that the servicing data needed for attorney-created documents was current (think total debt and payoff quotes), but that’s not a problem we can just throw labor at that problem!

With the CFPB, HUD and the GSEs holding the servicer’s responsible for quality control over the attorney work product, this equation has started to change. Many servicers are now required to:

  • Prove that they have approved the language used in the documents typically produced by an attorney, and
  • Prove that they have reviewed the data associated with documents filed by the attorney

This is a serious consideration when evaluating a DMS. Does the DMS platform:

  • Support document creation (“mail merge”)?
  • Allow attorney case management systems to invoke a mail merge on demand?
  • Enable real-time integration of attorney and DMS data, so you know the servicing data is accurate?
  • Deliver the document images produced to both the attorney and into your document imaging system?
  • Most importantly, can your power users collaborate with the attorney to manage the document templates in your DMS?

Business Rules: Make Sure You Understand Them

“Rules” is a very broad term, encompassing simple to very complex ideas. Examples of simple rules include:

  • Forcing a required field to be filled out,
  • Validating that a date is within a given range,
  • Ensuring field relationships, like a valuation comparable is near the subject property

More complex rules are the meat and potatoes of making your DMS run efficiently, such as:

  • Under what conditions are you required to send a breach letter?
  • Is a user eligible for a particular loan modification program?
  • When should you order an AVM vs a BPO vs an appraisal?

Questions to consider when evaluating a DMS include:

  • Does your DMS system enable power users to implement such rules, or
  • Can your DMS call rules that you’ve set up in a dedicated rules engine?
  • Are the rules easy to understand, or arcane?
  • If the rules are set up in your DMS, can other systems call them (don’t repeat yourself!)

Enabling power users to maintain rules is a huge deal. Your power users understand the nuances of default management far better than any IT department ever will. ‘Tis far better to offer your power users a tool to create rules, than to require power users to draft a requirements document for some programmer to write the rule for you: you’ll get your rule faster and more accurately with your power user!

We recently encountered a client that had an easy-to-use rules engine, but asked their IT department to implement rules surrounding a 2 paragraph description of breach letter requirements. The IT department created a rule that was a nearly 300-line long list of conditions. After months of production use, upon researching some incorrect behavior,  the business unit discovered 2 of the 300 lines were slightly incorrect.

The business unit rewrote the rule in 6 lines, easily digestible by anyone familiar with default servicing. More importantly, it was more accurate because it was easier to read!  When you can keep the implementation of rules inside your business unit, do it. Don’t let the inmates run the assylum.

Demand More Technology From Your Vendors

Default servicers pay lots of money to their vendors for all kinds of valuable data, including timeline date, valuations, title, bankruptcy and much more. In most cases, these data products are ordered in two ways:

  • In bulk, often via a data file dump from a servicer’s IT department (e.g. BPOs, AVMs), and
  • Ad-hoc, often via a user manually keying in orders (e.g. PACER, SCRA)

Ideally, a DMS will allow your power user to configure workflow steps to place such orders as part of your DMS workflow. In this case, it takes two to tango: not only must your DMS enable power users to do this, but so must the vendor you are ordering data products from.  Many vendors offer web services, but that does not necessarily make them easy to use. Old-style SOAP-based web services generally require extensive IT involvement.  Newer RESTful APIs often do not.

Consider a RESTful API to order title: Main Street, Anywhere, CA 90210


If your power users can do a vlookup in Excel, a RESTful API call is cake.

The philosophy behind the this approach is to have IT professionals build a secure, easy to use pipeline that enables power users to choose what goes through the pipeline, and when. No longer will you need to set up a 3 week project to change the criteria driving your BPO orders; now your power user makes the change in your DMS in minutes.

This approach offers benefits far beyond a more powerful DMS. Upon building such a pipeline for PACER and SCRA orders, Quandis has found our clients integrating PACER and SCRA searches not just into their DMS, but into their call-center scripts, back-end analytics jobs, and more.

Yeah, But Can I Use Excel?

If a DMS is being used as described above, many of the processing gaps that exist today can be closed. Some gaps will remain. For those unforeseen situations, make sure your DMS plays well with Excel. Getting data out of your DMS is an obvious requirement. With a powerful DMS, more interesting Excel-style use cases arise, often in the case of servicing transfers:

  • Generate documents based on ad-hoc spreadsheets and save them to your imaging system,
  • Bounce a spreadsheet of prospective loan transfers against your breach letter rules (or any other rules),
  • Place ad-hoc data orders to your vendors

In short, can you invoke any piece of DMS functionality by dropping off an Excel spreadsheet? If your power users have invested the time to configure your DMS to automate so much of your default management process for the “expected path”, you ought to be able to leverage that work for the unexpected path too.




Quandis Unveils QLS, a Comprehensive Default Management Platform

Quandis Loan Servicing (QLS) enables servicers and their vendor networks to efficiently and compliantly automate the lifecycle of loans in default

FOOTHILL RANCH, Calif., Feb. 19, 2015 (SEND2PRESS NEWSWIRE) — Quandis, Inc., a leading provider of default servicing software, announced that it launched Quandis Loan Servicing (QLS), an end-to-end default management platform that automates and compliantly manages the default process from start to finish. QLS is offered as an all-in-one system and also as modules so various components can be leveraged by servicers based on individual needs.

QLS is a completely browser-based solution that is delivered on a software-as-a-service (SaaS) basis for servicers of all types and sizes. Core components of QLS include: 1) A suite of robust default servicing modules. 2) Custom configurable workflows, document management, and business rules all packaged within a business user change management system. 3) Key vendor data services are available such as title, bankruptcy, and SCRA services.

“The default servicing systems that are currently available in the mortgage industry are antiquated and fall short of what servicers truly need to operate efficiently, nimbly and compliantly in today’s fast-moving, challenging, regulatory intensive business environment,” said Scott Stoddard, CEO of Quandis. “In order to effectively handle the complexities and many nuances in a very fluid marketplace, servicers need extremely configurable, flexible, agile technology. QLS’ contemporary and highly configurable design decidedly trumps anything on the market.”

The QLS end-to-end default management platform has a service-oriented architecture (SOA) design that consists of modular applications and piecemeal services to choose from, which can easily be turned on or off. This allows organizations to utilize Quandis to automate select parts of their default processes, and use additional vendors and/or in-house technologies for other areas.

At the core of QLS is Quandis Business Objects (QBO), which provides non-technical business people with a user friendly web browser interface that puts them completely in charge of workflow, business rules, document and contact management, and configurations without needing the assistance of IT. As a result, business analysts are able to create and control workflows themselves, drive internal processes and solution development, quickly respond and adapt to market conditions, implement new compliance and state-based rules, and much more.

“One of the biggest advantages that QLS offers is the ability for business analysts to easily create, deploy and manage configurations and business rules,” said Eric Patrick, CTO at Quandis. “QLS was completely built with the business user in mind to empower them with an intuitive web browser interface that allows them to manage and make adjustments to critical areas within the lifecycle of defaults, and have real-time visibility and loan pipeline status.”

Stoddard continued: “In 1995, I founded one of the mortgage industry’s most dominant default management technology platforms, which has since been bought and sold multiple times and is still in use today by leading servicers and their foreclosure attorney networks. As the servicing space became more complicated and compliance intensive, we observed an increasing need for more contemporary, advanced technology than what is currently available. These challenges spawned the development of QLS.”

Key components of QLS include:
– Default Servicing modules: Loss mitigation, collections, short sales, loan modifications, deeds in lieu, foreclosure, bankruptcy (including POC and MFR), evictions, and REO.
– Data vendor integration: Title, Pub and Post, SCRA, Pacer and EFN, and Credit.
– Enterprise modules: document imaging and production, workflow, business rules, contact management, messaging, work queuing and load balancing, analytics, and reporting.

QLS integrates seamlessly with servicing platforms, attorney case management systems (CMS), accounting systems and third party applications. Various QLS modules are already in use by a GSE, major loan servicers, a publicly traded specialty financial services firm, default attorneys and other servicing entities.

Quandis will be attending the MBA’s 2015 National Mortgage Servicing Conference & Expo on February 23 – 26, 2015 at the Gaylord Hotel in Dallas, Texas. Contact the company to arrange a meeting at 949-391-9029 or via email

About Quandis:
Founded in 2003 and headquartered in Foothill Ranch, California, Quandis is a leading mortgage default servicing software provider specializing in web-based solutions for the mortgage banking industry. Quandis’ solutions include foreclosure process automation, valuation software, military search services, bankruptcy status searches, short sale portals, skip tracing systems, collection solutions, vendor solutions, as well custom application development. The company’s clients range from servicers, to foreclosure attorneys, lenders, banks, GSEs, outsourced service providers, and agents and brokers.

Quandis Responds to White House Request to Partner with Banks and Servicers for New Military Personnel Program

Launch of Quandis Servicemember Outreach (QSO) website checks the Department of Defense’s database for SCRA active duty status and facilitates proactive service member contact efforts 

FOOTHILL RANCH, Calif., Dec. 2, 2014 – Quandis, Inc., a leading provider of mortgage servicing software, announced that it rolled out a website to help address President Obama’s New Executive Actions to assist service members, veterans and their families.

In an official press release issued by the White House on August 26, 2014, President Obama outlined a program termed a “voluntary partnership” with financial lenders across the country to help deliver important financial and home loan-related protections to the military community.  Part of the program is to prevent foreclosures on active duty personnel in accordance with the Servicemembers Civil Relief Act (SCRA) of 2003 by proactively querying the Defense Manpower Data Center (DMDC) for status no less than once a quarter, according to the White House.

As a result, Quandis launched QSO (Quandis Servicemember Outreach), a website with back-end technology that allows lending entities to easily upload and scrub their loan portfolios in order to accurately identify active military service members.  QSO performs detailed data scrubs of the Department of Defense (DoD) website that includes name permutation, validation and normalization.  This means that all possible active duty military personnel name variations and statuses are checked to ensure SCRA compliance.

“The White House has spoken loud and clear:  banks and servicers must make every possible attempt to locate active military personnel, make them fully aware of their benefits, and adhere to the SCRA,” stated Scott Stoddard, CEO of Quandis.  “It is completely remiss of banks and servicers to ignore the White House’s request to partner with them and bring relief to service members, veterans and their families.”

QSO also arms servicers and banks with information to proactively reach out to individuals that have been identified as being eligible for various benefits under SCRA, notify them of their options, and simplify the application process.

QSO provides dashboards and reporting for each search activity and a history log along with the ability to generate docs, reach out to borrowers via email, and track outreach program efforts and responses.

Several large banks and mega lenders have already partnered with the White House and committed to implementing its provisions.  The official White House news release, as issued by the Office of the Press Secretary, can be found here.

Quandis has an existing standalone military search service that is currently in use by foreclosure attorneys, servicers, banks, lenders and third party outsource providers.  Organizations can learn more about the new Quandis Servicemember Outreach (QSO) website by visiting   On the website is a brief video that describes the program in greater detail. 

About Quandis

Founded in 2003 and headquartered in Foothill Ranch, California, Quandis is a leading mortgage servicing software provider specializing in web-based solutions for the mortgage banking industry. Quandis’ solutions include foreclosure process automation, valuation software, military search services, bankruptcy status searches, short sale portals, skip tracing systems, collection solutions, vendor solutions, as well custom application development.  The company’s clients range from servicers, to foreclosure attorneys, lenders, banks, GSEs, outsourced service providers, and agents and brokers. For more information, please visit or call (949) 391-9029.

Quandis Servicemembers Outreach

Quarterly Portfolio Scrub

  • Updated with monthly delta file

Dashboard / GUI

  • Search/Identify borrowers and view SCRA search results.
  • Audit trail is displayed for each search.
  • Download images at borrower level or batch level
  • Canned reports including:
    • Status rollup per file. Drill down into each status. Burma All drill down searches are exportable into MS Excel for ease
    • Search Status by search date
    • Attention Required
      • Alias search returned positive hit (where original value did not)
      • Borrower was active and now inactive (or vice-versa)
  • Trigger searches for entire portfolio, individual borrowers or subset of borrowers based on status
  • Upload delta files (add/remove/update) borrowers
  • Native DOD Input and Response files are available for all searches

Letter Generation / Notification

  • Notification via email search statistics when batch is complete
  • Canned document templates for borrower correspondence
  • Generate all documents for active borrowers with one click. Documents can be downloaded or sent directly to certified mail provider
  • Notify all active borrowers via email and track which borrowers have responded to notification.


  • Name Permutation/Aliasing – handling permutation logic (name combinations): extensive consultation with DoD (r.e. suffix handling, etc). We can extend our permutation model to meet custom requirements
  • By default we submit to DOD using batch submission so I d
  • Realtime verification for ad-hoc status checks while borrower is on phone

Scott Law Firm adopts Quandis Military Search Name Permutations

Quandis, Inc., a leading provider of mortgage servicing software, announced that Scott Law Firm, which serves the default servicing industry, is actively utilizing its new military search name permutation functionality. Scott Law Firm can now more easily and efficiently identify active duty military borrowers in the Department of Defense (DoD) database to comply with the Servicemembers Civil Relief Act (SCRA).

Quandis customized name permutation searches to meet Scott Law’s specific client needs. The solution also integrates with Scott Law’s case management system (CMS), CaseAware, seamlessly returning search findings back into the system along with the DoD’s official military status report. As a result, significant time is saved and the potential for data re-entry errors is eliminated.

Press Release

Military Search Support Name Permutations

The SCRA Military Search product now automatically checks DoD for all permutation of last names. For example, if you submit Jane Smith-Doe, the system will automatically search for:

  • Jane Smith-Doe
  • Jane Smith
  • Jane Doe
  • Jane Doe-Smith
  • Jane Smith Doe
  • Jane Doe Smith