Solid call monitoring of 20 calls per month per agent of customer-facing staff, incorporating evaluations by independent quality assurance and line-level management; Customized systems for investor reporting and work-out approval with investors that are more advanced than those of its peers; Quarterly management committees in the control environment that identify and elevate legal, regulatory, and audit risks to Specialized Loan Servicing LLC (SLS) executives and the parent company, Computershare U.S.; Comprehensive training programs for staff; Telephone metrics that are acceptable, but generally elevated in the customer service, collections, and loss mitigation departments compared with peers; and Continued turnover in the collections and loss mitigation departments that is generally higher than peers. Standard&Poor's Ratings Services' rankings on SLS are
