CASE STUDY
Emapta Helped AFN Grow Loan Processing by 300%
The mortgage industry is cyclical, driven largely by fluctuating interest rates. So, when low interest rates caused mortgage demand to skyrocket, American Financial Network (AFN) needed to grow fast to keep up.
With fierce competition for skilled workers in the U.S., hiring became a major challenge. For this reason, AFN partnered with Emapta for offshore staffing, and increased their loan processing by 300%.
Years in Business:
25 years
Highlights:
• 300% - increase in loans processed with the addition of offshore staff
• 50 - expansion of service to customers in all U.S. states
• 100K - home loans processed after successful integration of offshore teams
• 150 - offshore professionals seamlessly onboarded across departments
The Challenge
When mortgage rates hit record lows, it often leads to an increase in consumers buying homes and refinancing their existing loans. This then puts a strain on loan processing companies like American Financial Network (AFN) because they begin receiving more loans than they could handle, leading to employee burnout.
Overcoming Hiring Challenges During a Surge in Mortgage Demand
In AFN’s case, this meant they needed to hire more employees to manage the workload – from loan processors and underwriters to customer support and IT.
However, AFN wasn’t the only mortgage company seeking out professional talent. Because of the level of mortgage demand, hiring local talent with expert-level knowledge became extremely difficult and expensive.
With so many staffing needs and hiring challenges, AFN decided to seek alternative solutions.
The Solution
AFN turned to Emapta to help ease the pressure caused by the U.S. talent shortage. Our team quickly identified the Philippines as a strong source of experienced mortgage professionals who could offer the skills and support AFN needed.
Rapid Talent Expansion Through Emapta’s Outsourcing Model
In less than nine months, AFN’s offshore team grew rapidly. Starting with just three team members, they expanded to over 100 – a major achievement that allowed them to scale faster than ever. Today, AFN has more than 150 offshore team members working in key areas, like loan processing, accounting, IT, and human resources.
A big part of this success was a well-organized onboarding process, which made it easy for AFN to stay in control of hiring, training, and daily operations. We also handled the administrative details, freeing up AFN to focus on what they do best.
With an easy integration and cultural fit, the offshore team became a crucial asset for AFN. This allowed AFN to keep their high service standards and take advantage of opportunities they might have missed because of staffing shortages.
“We went from three to 100 people in nine months – something we couldn’t have done onshore. Emapta was instrumental in helping us staff up rapidly, and their team’s professionalism and dedication have been exceptional.”
Chris Uldricks | AFN, Regional HECM Manager
The Results
“Working with our offshore team has been one of the most positive experiences in my career,” Uldricks said. “Their dedication, eagerness, and professionalism have driven our growth. Without them, achieving that 300% increase in loan processing wouldn’t have been possible. Emapta truly delivered beyond our expectations.”
300% Growth in Loan Processing and Unprecedented Business Expansion
By leveraging Emapta’s offshore talent, AFN has achieved remarkable operational efficiencies, including:
a) 300% Increase in Loans Processed
One in every 300 home loans in the U.S. is now with AFN. This substantial growth was driven directly by the integration of offshore staff who provided the expertise and bandwidth to handle heightened demand. Without the mortgage expertise and experience of AFN’s offshore team, this level of growth would have been impossible.
b) Seamless Integration of 150+ Offshore Professionals
One of the ways our outsourcing model at Emapta is different from traditional BPOs is that we consider your company culture when sourcing talent. We didn’t just source individuals with loan processing experience. We carefully recruited industry experts who would seamlessly fit in with AFN’s brand culture and values. This, along with tailored training for all candidates, led to an easier onboarding experience and quicker results.
Final Remarks
AFN’s decision to supplement their in-house teams with offshore talent has greatly increased their ability to grow, without losing the quality of their services.
“Their ability to find and onboard top talent was unprecedented in our industry,” according to Uldricks. “Emapta delivered a solution that perfectly aligned with our needs, and the results speak for themselves. We’ve referred many of our peers in the mortgage industry to them and couldn’t be happier with our decision.”
In a fiercely competitive market, AFN’s partnership with Emapta stands as a testament to the power of dedicated offshore teams in overcoming industry constraints, driving business growth, and ensuring long-term success.
We place integrity at the heart of everything we do and truly value the human experience. That’s why, for clients, it’s a profound and transformational process that gives them the opportunity to achieve the business growth they desire.
Tim Vorbach
Founder
High-Performing Dedicated Teams
We help you build and operate your team transparently, efficiently, and equitably for both you and your talented workforce.
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