Sagent’s CARE platform sets the tone for modernizing consumer-centric services


Service Consumer First Modernization: Service encompasses the vast majority of a client’s borrowing lifecycle, and Sagent CARE brings the same modern experience borrowers get in the service origination space, where lifelong customer relationships are managed and developed. Borrowers can manage their loans and get immediate help with any difficulties from any device. And service teams can help at any time using the same interface as consumers. This will help repairers improve retention rates, which the June 2021 MBA maintenance operations study reports at just 21%.

Sagent’s CARE platform is made up of four components:

CARE loan service – Enable customer self-service on performing loans anytime, anywhere. Borrowers can manage payments and escrows, find savings, and stay engaged with service providers.

CARE Loss Mitigation – Allows customers to self-serve nonperforming loans anytime, anywhere. Borrowers can handle all types of hardship cycles, from request to resolution, from any device.

CARE customer service – Enables repairers to assist borrowers using the same UI / UX as borrowers, take over when they need help, and quickly resolve customer needs through secure real-time messaging and sharing of documents / data.

CARE API Market – API platform that allows repairers to match their CARE maintenance tools with the rest of their customer experience.

Sagent CARE is setting the pace for modernizing customer service first for three reasons:

Retain strong borrowers looking for savings, new homes, new loans, debt consolidation, and other advice. Stabilize troubled borrowers who need immediate care in case of difficulty, from investigation to resolution.

Seamlessly link repairer teams to the customer experience, so customers can get immediate human help with fast, relevant results.

Real-time, two-way data sharing so that the consumer experience and business service systems are always linked.

CARE features that borrowers love include: Modern experience from any device, make payments in seconds, easily complete complex and multi-source payments, fast forbearance and loan mod requests with pre-filled forms, user-friendly decision results for clear resolution of difficulties and real-time access to human assistance.

CARE features repairers love include: Easily configurable in policies, procedures, personalized customer experience; ability to make CARE theirs; omnichannel mobile-centric design; real-time data sharing with maintenance and default recording systems; supports complex mortgages and non-mortgages; supplies centralized CSR teams or distributed branches and sub-services with the same UX as (and co-piloting for) consumers.

Real-time configuration for real-time compliance: Sagent CARE, along with Sagent’s default and service recording systems, LoanServ and Tempo, are fully configurable at the most granular level, ensuring that maintenance services maintain real-time compliance with the market in real time and regulatory changes. This is particularly critical – and tested in combat – in today’s era of COVID recovery where the rules and regulations of regulators, GSE and Wall Street are changing in real time.

Product overview: CARE is Sagent’s consumer platform that combines a modern banking experience for borrowers with transparent human support from service providers. Borrowers can manage payments and escrow deposits, as well as monitor home equity, new deals, and tax matters. They can also act quickly and resolve difficulties.

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