Servicer Evaluation: Specialized Loan Servicing LLC

S&P Global Ratings' rankings on Specialized Loan Servicing LLC (SLS) are ABOVE AVERAGE as a residential mortgage loan primary, special, subprime, and subordinate-lien loan servicer. On July 11, 2019, we affirmed the rankings (please see "Specialized Loan Servicing LLC ABOVE AVERAGE Rankings Affirmed; Outlooks Stable," published July 11, 2019). The outlook for each of the four rankings is stable. Our rankings reflect: Experienced management and staff that continue to achieve measured portfolio growth in agency and non-agency products with reduced delinquency rates across all portfolios. Improved management and employee turnover throughout the operations with new initiatives to stem future turnover. Robust call quality monitoring of call center staff with screen capture, speech analytics, and a minimum of 20 calls monitored

...+ Training for call center staff was augmented to include additional alternation between classroom and on-the-job experience, and experienced agent floor walkers were added to provide assistance in real time to agents. + Two training coaches were added to enhance and support new hire development. + Robotic process automation has been expanded to additional processes. + The customer website was enhanced to accommodate private-label clients and use. + Systems workflow technology was implemented for the customer service staff and certain other operational processes leveraging similar technology from loss mitigation. + The foreclosure and loss mitigation departments have been aligned under the same senior manager. + An analytics tool was implemented to enhance foreclosure pipeline and timeline management, attorney performance monitoring, and data mining and visualization. The outlook on each of the rankings is stable. SLS has invested in and matured its technology and operations commensurate...

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