Document Intake Automation for Mortgage Servicing
Client Type: National mortgage servicer using Black Knight MSP
Challenge:
Manual indexing of incoming documents—payoffs, escrow letters, borrower communications—caused processing delays, audit risks, and compliance headaches.
Solution:
Document intake model combining AI-based classification with a quality-controlled offshore exception team. AI auto-classified borrower and third-party documents, routing them directly into the servicing platform. Exceptions were flagged for manual review and resolved through secure workflows.
Workflows Included:
- Real-time OCR and doc classification (borrower vs. third-party vs. legal)
- Doc-tagging aligned to MSP requirements and timeline tracking
- Manual validation and exception queue for unreadable or mismatched docs
- Audit trail and logging for GSE and CFPB compliance
Outcomes:
- 92% of incoming docs auto-processed within 2 minutes
- 45% reduction in document handling costs
- Exception queue time reduced from 16 to under 2 hours
- Full GSE-compliant indexing and audit trail maintained