State of the Network
Moderator:
Joe Iafigliola
VP of Vendor Management
Panelists
• Michael Greenbaum
Chief Operating Officer
• Russ Klein
AVP of Quality Assurance
• Jeremy Barrick
Director of Open Orders
• Magaly Mendoza
Manager of Seasonal Regionals
• Kelly Primozic
Supervisor of SQA
• Natalie Cordery
a) Flying the friendly skies b) Road trip
c) Bus d) Train
e) A long walk
How did you arrive in Cleveland for
the vendor conference this year?
a) Less than one year b) 1 – 2 years
c) 2 – 4 years d) 4 – 6 years e) 6+ years
How many years have you been in the
mortgage field services industry?
• QC module development
• Damages location app development
• Geo-location coding
• Internal staffing development
• Conditions development for QC module
• Future programming for:
– Mobile app development
– Geo-location
– Damage location
Future Development
• Photo Direct
• Vendor account managers
• Internal staffing development
• Safeguard Knowledge Center
• Additional allowables
40% 50% 60% 70% 80% 90% 100%
Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15
Impact Changes
• Compliance and audit drive changes
• Streamlining field to office communication
• Mobile deployment
• REO quality improves, but standards rise fast
• Doug from DDF Holdings purchased a small airplane to travel more effectively between islands in the
Virgin Islands.
• John from Shlez Management dispatched an
emergency crew from New Jersey to Massachusetts to fix an active leak inside an occupied property on Superbowl Sunday.
• Benny from JDK Holdings traveled from Louisiana to Hawaii with several crews for three weeks.
• Jon and Carly from Prosper Industries in California
continue to send crews and travel to challenging areas of Alaska.
• Vendor Web Mobile expansion
• Enhanced WO assignment
• Enhanced vendor reporting
authentications (GPS, previous order comparison, SPIGlass)
• Vendor of choice work
allocation model
• Vendor QC dashboard
• Crew management and work distribution
– Direct assignment of order to sub crews
– Individual crew logins
– Ability to update initial service status report and maid refresh orders from site
• Vendor Web controls
– Additional photo labels for completed tasks – Full consistency between questions
• Open orders market place
– Daily listing of orders available to qualified vendors
– Vendors control ability to accept additional orders with completion commitments
• Vendor account management
– Significant Talent and Expectation Change – Single point of contact for vendors
– One decision maker in the territory
• Full zone coverage
– Apples to apples vendor performance evaluation – Clear territory expectations
– Vendor caps by separated by geography
• Dedicated point of contact
– New VAM position
• Better resources for resolving issues and driving
performance
• Improved forum to discuss key performance metrics
– Monthly scorecard review, reopen trends, etc.
• Monthly scorecards
– Providing regular feedback on performance measures used directly to determine zone position
• Monthly performance slotting
– Performance-based to drive deadlines and encourage competition
• All vendors setup on XactPRM
– Resource for vendors to provide better estimates
– Reduce re-opened orders
– Obtain more bid approvals
– Uniform approach to estimating
• New zone commitments
– Smaller and more effective zones
o Factoring in order volume, drive time and major highways
– Full zone commitments
• Enhanced work allocation
– Sub-code creation to ensure easier work distribution
• Vendor Web enhancements
– Status update enhancements to allow vendors to better communicate commitments and repair progress
• Zone level focus
– Introducing new zones to the network to alleviate overwhelmed areas and introduce competition
a) Xactware b) Quick Bid
c) Repairbase by Blue Book d) Homewyse
What cost estimator does your
company primarily use?
• Vendor account managers
– Performance driven
– Increase responsibility and accountability
• Zone changes
– Concentrated coverage
– Zones built around geographical structures
• Work orders
– Enhanced work order texts with allowables listed
• Expanded training materials available through the
Safeguard Knowledge Center and spivendor.com
• Vendor credentialing
– Full-time credentialer devoted to training new and existing grass vendors
• Doug from D.S. FREY INSPECTIONS INC travels from Maryland to Delaware and books a hotel to deliver excellent on time work.
• Chaim from ALL STAR PROPERTY MANAGEMENT
rapidly developed coverage and exceeded expectation across states.
• Chris from SPAHR CORP has consistently provided
top quality and on time work across Nevada.
• Mandatory usage of Vendor Web Mobile for all grass and snow orders
• Snow network
– Focusing now on strengthening our network after a great performance last season
– Utilizing technology through Vendor Web Mobile expansion
– Implementing data tracking on snow fall by Zip code to provide daily updates across the network
• FTV sticker on interior inspections
• Need to photograph
• Replace when missing
• Compliance is trending
up
• Securing outbuildings and garages
• Securing windows
• Broken windows and glass
– Proper boarding to block access and elements
• Submitting bids
• Front, back and interior handrails
• Trip hazards
– Missing thresholds, missing tiles, ripped flooring, etc.
• Broken windows and glass
• Light bulbs
– Burned out and missing
• Improvements to the REOINT script
• Stronger feedback on QC results to FQC and VAMs
• 100% QC of REOINT inspections
• SQA now under the quality assurance department
• Launched March 2, 2015
• Nine service line specific curriculums and over 60
courses
• Over 10,000 courses completed to date
• Over 5,000 curriculums completed to date
• Over 3,800 users
• Hosted at www.safeguardknowledgecenter.com
www.safeguardknowledgecenter.com
a) Our company uses the SKC regularly to assist with our training needs
b) We have logged in and use it for training occasionally
c) Our company utilizes our own resources or third party resources for training
