In the U.S. mortgage industry, companies are under constant pressure to grow fast while keeping up with strict compliance regulations. This can become even more difficult as demand fluctuates with interest rates and the health of the housing market. Hiring within the U.S. has also become more of a challenge, with fewer available workers and rising costs, which is why many companies are turning to global teams.
For Mortgage Quality Management & Research (MQMR), outsourcing opened up access to a large pool of skilled, affordable professionals who could handle compliance and administrative tasks. This strategy has allowed MQMR to stay ahead of the competition in a market that demands speed, quality, and cost-effectiveness.
By offshoring key roles, MQMR not only reduced costs but also boosted productivity, helping them achieve significant growth — even in challenging times.
CHALLENGE
Navigating Resource Constraints Amid a Competitive Mortgage Market
As demand for mortgage-related services grew, it put MQMR in a tough spot. They needed to expand to keep up with client needs, but they also had to control costs in a competitive market.
Hiring more workers in the U.S. wasn’t a practical option. The local talent pool was shrinking, labor costs were rising, and they didn’t want to stretch their resources too thin. On top of that, the mortgage industry is cyclical, so MQMR had to be smart about growth and careful with their budget.
MQMR President Mike Steer knew they needed to find fresh talent to keep up with the competition without hurting their bottom line. That’s when MQMR partnered with Emapta.
SOLUTION
Building a Global Team with Emapta to Scale Efficiently
In 2019, MQMR began collaborating with Emapta after being referred by mutual clients within the mortgage industry. From the outset, our approach focused on finding individuals who not only had the technical skills needed for MQMR’s specialized work but also fit into their strong organizational culture.
Together, we recruited and onboarded 20 teammates located in the Philippines — a region known for its deep talent pool of mortgage professionals. These offshore employees now make up one-third of MQMR’s workforce, filling several critical operational roles that helped streamline business processes.
Some of the key roles included:
- Technical Writer: Responsible for creating, updating, and managing documentation to support our products and services, ensuring content clarity and consistency.
- Risk Analyst: Plays a crucial role in assessing, identifying, and mitigating financial and operational risks, contributing to effective risk management strategies.
- Contracts Attorney: Responsible for drafting, reviewing, and negotiating contracts while ensuring compliance with legal and regulatory requirements.
Thanks to our streamlined onboarding process, MQMR’s offshore staff quickly adjusted to the company culture and internal processes. Instead of replacing their U.S. team, MQMR brought in extra talent that would have been too costly to hire locally. This not only boosted their overall capacity, but it also gave their onshore team more time to focus on important growth areas.
OUTCOME
150% Increase in Capacity and Enhanced Operational Efficiency
Partnering with Emapta has significantly boosted MQMR’s ability to meet client demands and achieve sustained growth, as seen by the key outcomes below.
150% Increase in Customer Capacity
By expanding their team globally, MQMR can serve more clients without sacrificing quality — a critical achievement in a competitive industry where client retention and service excellence are crucial for growth.
100% Employee Retention Through 2022
By outsourcing, MQMR was able to ease the workload for their onshore staff, creating a better work environment. This led to improved employee retention, showing that the offshore team adds support rather than replacing the existing workforce.
Fivefold Increase in Audit Turnaround Times
With extra audit analysts and support, MQMR sped up their main audit processes, delivering faster results to clients while still meeting strict compliance standards. This led to happier clients and gave MQMR a stronger edge over competitors.
“We love the teams that we work with. We love the top talent Emapta finds for us, and really, it’s the best relationship that we could have. This partnership has allowed us to scale in ways we wouldn’t have been able to otherwise — we’ve added new roles that strengthened our business.”
Key Stats
Customer Capacity Increase
Faster Audit Turnaround
Team Growth in 3 years
Retention Rate (2022)
Net Promoter Score
Significant improvement in audit turnaround times, increasing customer satisfaction
CONCLUSION
A Long-Term Partnership for Sustained Growth
MQMR’s partnership with Emapta has been instrumental in helping the company stay ahead of competitors, whether in terms of matching client demand or navigating the complexities of the U.S. mortgage market. From supporting business expansion to enhancing the work-life balance of onshore employees, the partnership has provided continued value.
“At the end of the day,” Mike Steer noted, “this partnership has allowed us to realize our business goals without sacrificing what makes MQMR unique: our values, our team, and our commitment to quality.”
Follow MQMR steps and start your growth journey today!
Contact one of our experts and discuss how Emapta can transform your company.
Emapta is a trailblazer in the outsourcing industry, redefining traditional outsourcing by creating a new standard for how businesses leverage offshore and nearshore teams. With a focus on providing dedicated, top 1% high-performing teams from the world’s most skilled talent hubs, Emapta goes beyond cost reduction to deliver true value, optimizing operational efficiency and resource management for its clients as a seamless extension of their onshore operations.
Operating in over 30 countries, Emapta celebrates 15 years of consistent growth, supporting over 900 clients with a global workforce of more than 10,000 team members. The company’s commitment to employee welfare has earned it recognition as one of the “Best Companies to Work for in Asia” and contributes to industry leading attrition rates in the industry.
Emapta’s innovative staffing solutions are tailored to meet the evolving needs of its clients, ensuring each partnership is productive, sustainable, and forward-thinking. By continuously adapting to market demands, Emapta remains at the forefront of outsourcing, setting the stage for the future of work and accessing the Top 1% Global Workforce.
