Loan Forbearance

Mortgage servicers are being flooded with phone calls from borrowers looking for some form of forbearance to delay their mortgage payments amid the COVID-19 pandemic. Salesforce Cross-Cloud tools provide digital channels to address borrower’s needs responsively while reducing traffic to call centers and adding visibility to the process.

• Benefits of This Solution Kit
  This kit helps lenders handle the high volume of requests for loan modifications occasioned by the COVID-19 pandemic economy. Salesforce Cross-Cloud tools provide digital channels to manage this anticipated volume. The tools address borrower’s needs responsively while reducing traffic to call centers and adding visibility to the process.
• Use Case Overview
  Cumulus Mortgage anticipates a high volume of phone calls from borrowers looking for some form of forbearance to delay their mortgage payments during the COVID-19 pandemic. Cumulus administrators use Salesforce products to identify and guide eligible borrowers to self-service channels using Analytics and Marketing Cloud Engagement.
• Salesforce Forbearance Solution Workflow
  The Cumulus Mortgage use case shows what is possible with the Salesforce Customer 360 Platform. Cross-cloud tools help lenders target and service their borrowers via enhanced digital channels.
• Key Component Configuration
  The Forbearance solution configures cross-cloud Salesforce products to work together. The key components are Marketing Cloud Engagement, Community Portal, Einstein Bots, and Service Cloud. Salesforce administrators at Cumulus Mortgage also build dashboards to track and analyze the solution.
• Solution Design Considerations
  A prudent approach to building a cross-cloud Forbearance solution includes a careful review of sound practices. The design review also considers performance and scaling with an eyes-wide-open understanding of the solution's limitations and guardrails.
• Recommended AppExchange Apps
  Incorporating an eSignature capability is a time- (and headache-) saving way to move forbearance document processing forward.
• Related Products and Services
  Access free, on-demand webinars to accelerate development of your Forbearance solution.
• Resources
  Helpful, on-demand resources, including Salesforce Trails and Modules and other solution kits, are just a click away.