No
one
can
know
what,
exactly,
will
change
in
2025
for
the

mortgage
servicing
industry’s
quality
control
units,
but
experts
agree
there
will
be
changes.
Rohit
Chopra,
head
of
the

Consumer
Financial
Protection
Bureau
(CFPB),
is
unlikely
to
remain
at
the
bureau’s
helm
after
the
new
presidential
administration
is
inaugurated,
which
will
probably
mean
new
priorities
and
protocols. 

For
mortgage
servicers,
the
challenge
isn’t
just
adapting
to
regulatory
changes
—
it’s
managing
the
uncertainty
and
stress
that
comes
with
them.
But
waiting
for
clarity
isn’t
an
option.
Leadership
in
QC
requires
organizations
to
proactively
navigate
change,
ensuring
continued
compliance
in
an
evolving
regulatory
landscape.
To
stay
ahead,
servicers
must
focus
on
best
practices
in
compliance,
fair
servicing
and
fraud
prevention.

In
this
context,

ACES
Quality
Management’s
auditing
technology
has
emerged
as
a
pivotal
tool
for
servicers
seeking
to
enhance
their
servicing
QC
processes
and
adapt
to
an
evolving
regulatory
landscape.
This
was
evident
during
a
recent
discussion
featuring
Hilary
Holloway,
Director
of
Quality
Control
at
Cardinal
Financial
Company
LLP,
and
Yari
Mercado,
Quality
Control
Manager
at
Pacific
Residential.
Both
professionals
shared
how
ACES’
tools
have
transformed
their
workflows
and
addressed
the
unique
challenges
faced
in
today’s
regulatory
environment.

Modern
challenges
meet
modern
technology

In
2024,
the
mortgage
industry
was
rife
with
challenges,
from
resource
constraints
to
regulatory
changes
and
the
complexities
of
mergers
and
acquisitions.
For
Holloway
and
Mercado,
these
challenges
were
compounded
by
the
need
for
robust
QC
measures
to
prevent
fraud
and
ensure
compliance.

Mercado
described
her
organization’s
hurdles
during
a
merger,
where
they
faced
significant
resource
limitations.
She
noted
that
these
constraints
often
meant
that
a
single
person
was
managing
multiple
responsibilities,
making
it
essential
to
prioritize
efficiency.
Leveraging
ACES
allowed
her
team
to
identify
key
risks
through
targeted
audits,
ensuring
compliance
even
during
periods
of
resource
scarcity.

Despite
these
challenges,
she
emphasized
the
importance
of
leveraging
ACES
to
automate
processes
and
conduct
more
targeted
audits.
“We
love
ACES.
The
communication
and
tools
it
provides
allow
us
to
focus
on
servicing
and
state
regulations
with
precision,”
she
said. 

Holloway
echoed
these
sentiments,
highlighting
her
organization’s
transition
to
a
new
subservicer
in
2024.
This
shift
required
significant
data
restructuring
and
introduced
steep
learning
curves,
but
it
also
provided
an
opportunity
for
her
team
to
automate
audits,
sampling,
and
reporting
through
ACES.
Holloway
noted
that
automating
these
processes
has
laid
the
foundation
for
increased
efficiency
and
reduced
administrative
burdens.

A
culture
of
quality
and
transparency

Both
Holloway
and
Mercado
underscored
the
critical
role
of
fostering
a
culture
of
quality
within
their
organizations.
Mercado’s
philosophy
centers
on
the
belief
that
QC
is
not
just
about
compliance
but
about
providing
superior
customer
service.
“Having
QC
in
place
allows
us
to
market
ourselves
as
a
provider
of
quality,
which
builds
trust
and
ensures
long-term
success,”
she
stated.
She
also
emphasized
the
need
for
a
balanced
approach
that
aligns
sales
priorities
with
compliance
requirements.

Holloway
expanded
on
this
by
discussing
the
importance
of
transparency
and
trust
in
QC
processes.
“Building
trust
with
partners,
investors,
and
agencies
requires
proactive
communication
about
risks
and
corrective
actions,”
she
said.
By
leveraging
ACES’

technology,
her
team
has
been
able
to
streamline
call
monitoring
and
reporting,
ensuring
consistency
and
reliability
in
their
QC
efforts.

Leveraging
ACES
for
servicing
QC

ACES’
Managed
Questionnaires
and
servicing-focused
Audit
Packs
have
been
game-changers
for
both
organizations.
These
tools
not
only
pre-populate
standard
questionnaires
with
dynamic
questions
but
also
leverage
predictive
analytics
to
identify
trends,
such
as
rising
delinquencies
or
borrower
hardships,
ensuring
compliance
while
providing
actionable
insights.
Holloway
highlighted
how
these
tools
have
simplified
root
cause
analysis
and
improved
regulatory
compliance.

“Using
the

Servicing
Audit
Pack,
we’ve
been
able
to
streamline
processes
and
create
better
action
plans,”
she
said.
This
has
not
only
enhanced
their
ability
to
meet
compliance
standards
but
also
strengthened
relationships
with
their
subservicer,
who
also
uses
ACES.

Mercado
expressed
her
enthusiasm
for
integrating
ACES’
Call
Monitoring
Audit
Pack
into
her
servicing
QC
processes.
“This
will
support
our
efforts
to
prevent
unfair
or
abusive
practices,
ensuring
fair
treatment
of
consumers,”
she
noted.
She
plans
to
implement
enhanced
operational
controls
and
risk
assessments
in
2025,
further
leveraging
ACES
to
address
regulatory
priorities
such
as
foreclosure
proceedings
and
payment
processing.

The
road
ahead:
Automation
and
training

Looking
to
2025,
both
Holloway
and
Mercado
are
focused
on
leveraging
ACES’
automation
capabilities
to
manage
increasing
data
volumes
and
regulatory
complexities.
With
anticipated
changes
in
CFPB
leadership
and
evolving
regulatory
priorities,
the
ability
to
proactively
adapt
to
new
compliance
requirements
will
be
critical.
Both
professionals
aim
to
mitigate
risks,
ensure
fair
practices,
and
maintain
transparency
in
an
uncertain
regulatory
environment
by
automating
audits
and
enhancing
operational
controls.

“Enhanced
operational
controls
and
continuous
training
will
be
critical,”
Mercado
emphasized.
She
plans
to
work
closely
with
her
team
to
stay
ahead
of
regulatory
changes
and
ensure
their
processes
are
both
secure
and
efficient.

Conclusion

Proactive
measures
will
define
success
in
2025.
Increased
training,
enhanced
organizational
controls,
and
robust
risk
assessments
are
non-negotiable.
As
the
regulatory
landscape
evolves,
staying
proactive
is
critical.
By
leveraging
tools
like
ACES
Managed
Questionnaires
and
ACES
Audit
Packs,
organizations
can
maintain
compliance,
improve
transparency,
and
minimize
risks—ensuring
they
are
prepared
to
meet
the
challenges
ahead.

ACES
Quality
Management
has
proven
to
be
an
invaluable
partner
for
Holloway
and
Mercado
in
their
pursuit
of
excellence
in
loan
quality.
By
automating
audits,
enhancing
transparency,
and
fostering
a
culture
of
quality,
ACES
has
empowered
these
leaders
to
navigate
the
complexities
of
the
mortgage
industry
with
confidence.
As
they
look
to
the
future,
the
continued
integration
of
ACES’
technology
will
undoubtedly
play
a
pivotal
role
in
their
success,
ensuring
compliance,
efficiency,
and
a
commitment
to
quality
that
sets
them
apart
in
the
industry.