Experienced senior and middle management teams; Continued enhancements to internal controls as Specialized Loan Servicing LLC (SLS) transitioned internal audit to the parent company and realigned the compliance testing function to the second line of defense; Investment in technology and operational improvements throughout the operations; Solid call-monitoring, with a minimum of 25 calls monitored per month per agent of customer-facing staff, which incorporates evaluations by independent quality assurance and line-level management; A solid focus on customer experience through agent-call listening, complaint trending and root cause analysis, and customer quality surveys; Comprehensive training and development programs for staff; Quarterly management committee meetings in the control environment that serve to identify and elevate legal, regulatory, and audit risks to SLS executives and
