Mortgage & Lending
Mortgage & Lending BPO Services | Servicing and Borrower Support
Loan servicing support has an unusual property: the most important calls are the ones the borrower least wants to make. A homeowner who has missed a payment and is deciding whether to call you is the single highest-value contact in the portfolio, and whether they get through to someone useful largely determines whether the loan cures or rolls into default.
Global Empire Corporation supports US mortgage servicers, lenders and loan originators across borrower servicing, origination support and early-stage arrears — staffed and scripted for the conversations that decide whether a loan performs.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
The Hardship Call Is the One Worth Staffing For
Most servicing contacts are routine: a payoff quote, an escrow question, a payment date. The exception is the borrower in difficulty, and it is disproportionately consequential — the outcome of that single conversation moves the loan toward cure or toward loss, and the difference is often whether the agent knew the options and had time to explain them.
We train hardship handling as its own discipline, with the loss-mitigation paths your servicing policy allows, the disclosure language your compliance team requires, and no handle-time pressure on that queue.
- Hardship and early-arrears contacts staffed as a specialist queue, not a general one
- Loss-mitigation options explained accurately rather than referred onward
- Disclosure and call-conduct discipline appropriate to consumer credit contact
- State licensing boundaries respected in what agents may and may not discuss
For mortgage servicers, lenders, and originators
Lending Support We Deliver
Borrower Servicing
Payments, escrow, statements, payoff quotes and account changes handled first-contact wherever authority allows.
Hardship & Loss Mitigation
Early-arrears conversations handled by trained agents who can explain the options your policy actually offers.
Origination Support
Application status, condition chasing and document collection so files do not stall between borrower and processor.
Document Collection
Following up the missing paperwork that holds a file, with tracking so nothing sits waiting on an unmade call.
Escrow & Insurance
Escrow analysis questions, tax and insurance disbursement queries, and forced-placement contact.
Payoff & Lien Release
Payoff statement requests, recording questions and post-closing follow-up.
Complaint & Escalation
Formal complaints captured, categorized and tracked with the audit trail servicing oversight expects.
Portfolio Transfer Support
Surge coverage for the contact spike that follows a servicing transfer, when borrower confusion peaks.
How a Lending Program Gets Built
Scope and licensing boundaries are settled first, because they define what an agent may say without crossing into regulated activity.
Scope the boundary
Agree precisely which conversations agents may hold, which require a licensed party, and where the handoff sits.
Build the hardship path
Document the loss-mitigation options, the qualifying questions, and the disclosure language, then train to it.
Systems and access
Servicing platform, document repository and telephony, scoped and logged to the standard your audits require.
Pilot on routine servicing
Prove quality on payments, escrow and payoff work before extending into arrears conversations.
Monitor the arrears queue separately
Report cure rates and contact outcomes on hardship distinctly from general servicing volume.
Related services
Build a complete support program
Frequently asked questions
Can an outsourced team discuss loss mitigation with a borrower?
Within a boundary you define. Agents can explain the options your servicing policy offers, collect the information a review requires, and set expectations about timing. Where a conversation crosses into activity requiring licensing or a formal determination, it routes to your team. Drawing that line explicitly before launch is the single most important scoping decision in this vertical.
How do you handle a borrower in financial distress?
As a specialist queue with no handle-time pressure. The agent's job is to keep the borrower engaged, understand the situation accurately, explain what is genuinely available, and make sure the next step actually happens. Borrowers frequently disengage after one unhelpful call, and re-engaging them later is far harder than getting the first conversation right.
Does state licensing affect outsourced servicing support?
It can, and it varies by state and by activity. Some servicing conversations are administrative and some are regulated. We scope agent activity to the administrative side unless you have confirmed otherwise, and we would strongly advise confirming the boundary for your specific products and states with your own counsel rather than relying on a vendor's summary.
Can you support a servicing transfer?
Yes, and it is one of the clearest cases for outsourced surge capacity. Transfers reliably produce a contact spike — borrowers who do not recognize the new servicer, payments sent to the wrong place, portal registrations that fail. Staffing that in-house means hiring for a peak that lasts weeks. We plan the ramp against the transfer date and scale back afterward.
How do you handle document collection on originations?
As an owned workflow rather than a message-taking service. Agents work the outstanding-condition list, contact borrowers through the channel they respond to, confirm what is still missing, and track each file until it is complete. Files stall far more often on an unmade follow-up call than on a genuine borrower refusal.
What does mortgage and lending support cost?
It follows portfolio size and contact rate, the mix between routine servicing and arrears work, coverage hours, and the depth of compliance training and access control required. Hardship and arrears work carries deeper training and lighter handle-time expectations, so it costs more per hour and usually returns more. We quote per program.
Is any of this regulatory or legal advice?
No. It describes how we staff and operate a servicing support queue to the policy and boundaries a client gives us. Mortgage servicing obligations differ by product, state and investor, and they change. Confirm your requirements with your compliance function and your own counsel.
TESTIMONIALS
Our trusted clients
Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
Global Empire has provided essential call center services for over a decade, responding to medical and non-medical emergencies with accuracy and professionalism. Their commitment to quality and continuous learning is clearly reflected in the service they deliver.
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.
I wasn’t using all the options Global Empire offered until one of their representatives noticed and reached out. Based on their recommendations, we made several changes that saved money and improved response time. Customers now comment on how efficiently our business runs.
We believe excellent customer service provides the sharpest competitive edge. Global Empire shares that same vision and works closely with us to deliver the best possible service quality. Their partnership supports our ongoing commitment to excellence.
The main reason we work with Global Empire is the ‘red carpet’ treatment. They have the best group of agents I’ve worked with in over 20 years, and they consistently maintain high standards for compliance and customer interactions. They lead by example.
Efficient, professional service with a personal touch. It’s rare to find a provider that consistently delivers both quality and responsiveness at this level.
Over the years I’ve been impressed with the professionally trained staff at Global Empire. Our customers are often anxious or angry, and their team consistently puts them at ease. In two decades, we have never had a customer complaint — which says everything.
As we expanded from Europe into North America, we knew customer service and technical support would be critical to success. We were impressed to learn Global Empire was handling support for a market leader. After working with them, it’s clear why — their service sets the standard.
One of our members struggled with registration and called our toll-free number. The Global Empire agent remained calm, extremely helpful, and professional throughout a long troubleshooting process. Because of that call, the customer remained loyal — and that is a huge asset.
Global Empire is over-delivering on SPH and sales targets. Their performance has helped us reduce acquisition costs significantly, and they have proven to be the missing link in our growth strategy.
I can’t believe we didn’t use Global Empire sooner. Since joining, our order accuracy improved, wait time is virtually gone, and customers receive their orders correctly and on time. This partnership has had a major impact on our national pizza business.
Because of their experience in the energy industry, Global Empire has become a valued marketing partner. Their call center solutions help us acquire customers, retain them, and provide quality service after the sale — 24 hours a day.
Our business relationship with Global Empire has been long and very satisfying. Their employees deserve full credit for the professionalism and consistency they bring to every interaction. I know firsthand how stressful frontline work can be, and their team delivers every time.
Global Empire has been an integral part of our business for years. Our customers expect to speak with someone who can assist immediately, and their team consistently delivers. They maintain professionalism, empathy, and flexibility, making it easy to work together.
With so much outsourcing in the answering services space, it was a relief to find a provider that is truly efficient. The pricing is excellent, onboarding was smooth, and our clients were far happier speaking to a live operator instead of voicemail.
We have partnered with Global Empire for over 15 years and they remain a crucial part of our 24/7 operations. They support multiple sites across states, and we couldn’t be happier with their service, reliability, and long-term consistency.
Comparing Mortgage Support Providers?
See our ranking of the top 15 mortgage support companies — scored on the compliance regime, service levels and operational depth this service line actually demands. Then talk it through with someone who runs these programs.
