Case Study: Breach Letters
A large mortgage servicing organization needed to customize their breach letters based on state and federal-level regulatory requirements. Any regulatory change needed to be coded, so IT had to scope out the project, write and test the code, then roll it out usually taking a month or more to complete, leaving them exposed to fines. Specifically:
- Some jurisdictions required specific language to be in the breach letter
- One jurisdiction required certified mailing to be merged inline in the document text, as opposed to printed at specific coordinates on a page
- Several jurisdiction required listing credit counseling agencies that were near the borrower
The company’s needs included:
- Combine data from a legacy mainframe system and a data warehouse
- Checking military service information from the DOD
- Limit document creation to business days, with business-defined holidays
- Delivery of documents to a print / mail vendor
- Generate certified mail barcodes
- Track certified mail responses
- Push the breach letters to an internal document imaging system
Our customer’s business unit implemented this solution by configuring QBO components, including:
- A document template, based on a MS Word template, for document layout
- Collection agencies were geocoded, to enable QBO to provide a list of agencies closest to the borrower
- A legacy system plugin was created to enable pulling payment data in real time
- Automated search of DOD database using Quandis Military Search
- The document suite provided for:
- generating USPS certified mailing numbers, making them available to the Word template as merge data
- creating PDF files based on the MS Word template
- creating ZIP files containing all the breach letters generated during the day
- sFTP delivery of the ZIP file to a print / mail vendor’s site
- writing to the internal imaging system via a plugin
- The import module monitored the print / mail vendor’s site for delivery confirmation files, updating document records with the delivery date
- A workflow orchestrated each of the above steps
- Certified all regulatory and internal compliance requirements for all state and federal regulations had been achieved.
- Cost reduction of two full time employees as a result of automation of letters.
- A fully documented audit trail showing compliance with all regulations including electronic copies of all correspondence.
- Verification of letters being sent from print vendor. Round trip data from the print vendor closes the workflow thus insuring production at print vendor.
- Most importantly, the ability to change processes using rules driven workflows created by business users rather than technical staff.