Quality control for loan processing

• US 20040078323A1
• Filed: 10/10/2003
• Published: 04/22/2004
• Est. Priority Date: 10/10/2002
• Status: Abandoned Application

• Current Assignee: Household International Incorporated (HSBC Holdings plc)
• Original Assignee: Household International Incorporated (HSBC Holdings plc)
• Inventors: Foster, Christine, Johnston, Mary B., Moorshead, Kathryn, Matasek, Steve
• Application Number:
  US10/683,949
• Publication Number:
  US 20040078323A1
• Time in Patent Office: Days
• US Class Current: 705/38
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

A method of quality control for loan processing employing a quality assurance shopper. The shopper is flagged in the loan processing system so that the shopper advances through the loan application and decision process without adversely affecting the individual'"'"'s credit history or real property. A credit bureau is fabricated for the quality assurance shopper in the loan processing system based on a pre-determined test scenario and an existing customer'"'"'s credit information. To facilitate the loan decision process, the shopper'"'"'s real estate information is requested from a service company. The service company cooperates with the lender by processing quality assurance shopper flagged orders separately from other received orders. Elements of the quality assurance shopper'"'"'s information are used to look up recently filled real estate information requests. Fabricated property information for the quality assurance shopper is returned to the lender. The loan is funded and the shopper evaluates the lender'"'"'s business practices, customer service, and regulatory compliance.

Claims

1. A method for auditing a lender'"'"'s loan process, which comprises the steps of:

selecting a loan applicant;

selecting a source channel for receiving a loan application;

selecting a test scenario for the selected loan applicant;

generating a fabricated credit bureau report for the selected loan applicant;

bypassing an actual credit bureau report and returning the fabricated credit bureau report; and

generating a loan application for an applicant based upon the test scenario and fabricated credit bureau report.

2. The applicant of claim 1 comprising a licensed and bonded private investigator willing to use his or her own name and identification.

3. The method of claim 1 wherein the source channel comprises the Internet, a phone call originated by an applicant, or a meeting at an office.

4. The method of claim 1 wherein the test scenario comprises an applicant-attempted loan rescission for testing the lender'"'"'s response thereto.

5. The method of claim 1 wherein the test scenario comprises a loan co-signer not available to sign a rescission notice for testing the lender'"'"'s response thereto.

6. The method of claim 1 wherein the testing scenario comprises a non-native speaking applicant for testing the lender'"'"'s response thereto.

7. The method of claim 1 wherein the test scenario comprises an applicant wanting a money-back guarantee for testing the customer service response thereto.

8. The method of claim 1 wherein the generation of the loan applicant'"'"'s credit bureau report comprises:

developing the testing scenario and entering an application for an applicant;

canceling the application with customer turn-down code;

downloading a credit bureau report of a different existing customer in a data structure;

comparing the data structure to a testing scenario and deleting one or more credit bureau reports where the data structure contains multiple credit bureau reports;

editing the data structure;

integrating the applicant'"'"'s credit bureau report into the credit bureau database; and

creating a credit bureau report summary record for the applicant, and merging the summary record into the summary record file.

9. The method of claim 8 wherein the data structure comprises a formatted text spreadsheet file.

10. The method of claim 1 wherein bypassing an actual credit bureau report comprises:

entering an applicant'"'"'s information in a credit bureau report lookup table;

returning an error message if a request is made to order said applicant'"'"'s actual credit bureau report; and

returning a fabricated credit bureau report for said applicant.

11. The method of claim 1 further comprising the steps of:

flagging the selected applicant;

ordering the applicant'"'"'s real estate information from a service vendor;

fabricating real estate information for the applicant; and

receiving fabricated real estate information for the applicant responsive to the order.

12. The method of claim 11 wherein the service vendor is a real estate appraiser or abstractor.

13. The method of claim 11 wherein flagging the applicant comprises identifying the applicant to a service vendor for fabrication of real estate information.

14. The method of claim 11 wherein ordering the applicant'"'"'s real estate information comprises transmitting the applicant'"'"'s information in a new order request to a service vendor'"'"'s order server.

15. The method of claim 11 wherein fabricating real estate information comprises the steps of:

the service vendor checking for incoming orders and sorting each order to a corresponding incoming order directory;

checking the incoming orders for a flagged order;

placing a flagged order onto a data repository and returning an order confirmation to an order originator;

checking the data repository for a flagged order;

when a flagged order is detected, queuing said flagged order for order fulfillment.

16. The method of claim 15 wherein the data repository is checked repeatedly for the occurrence of a flagged order.

17. The method of claim 15 wherein order fulfillment comprises:

assigning the flagged order to a subcontractor;

searching the service vendor'"'"'s completed orders for a matching order;

populating the flagged order with information from the matching order;

sending order fulfillment comments to the order originator; and

removing the flagged order from the data repository.

18. A method for auditing a lender'"'"'s loan process, which comprises the steps of:

selecting a loan applicant;

selecting a source channel for receiving a loan application;

selecting a test scenario for the selected loan applicant;

generating a loan application for the selected loan applicant based on the test scenario;

ordering the selected loan applicant'"'"'s real estate information from a service vendor; and

receiving real estate information for the selected loan applicant responsive to the order.

19. The method of claim 18 wherein the received real estate information for the selected loan applicant responsive to the order comprises applicant-provided real estate information.

20. The method of claim 18 wherein the service vendor comprises a real estate appraiser or abstractor.

21. The method of claim 18 further comprising the steps of:

flagging the selected loan applicant; and

fabricating real estate information for the selected loan applicant by the service vendor.

22. The method of claim 21 wherein flagging the selected loan applicant comprises identifying the applicant to the service vendor for fabrication of real estate information.

23. The method of claim 18 wherein ordering the selected loan applicant'"'"'s real estate information comprises transmitting the selected loan applicant'"'"'s information in a new order request to the service vendor'"'"'s order server.

24. The method of claim 21 wherein fabricating real estate information comprises the steps of:

the service vendor checking for incoming orders and sorting each order to a corresponding incoming order directory;

checking the incoming orders for a flagged order;

placing a flagged order onto a data repository and returning an order confirmation to an order originator;

checking the data repository for a flagged order; and

queuing said flagged order for order fulfillment responsive to detection of a flagged order.

25. The method of claim 24 wherein the data repository is checked repeatedly for the occurrence of a flagged order.

26. The method of claim 24 wherein order fulfillment comprises:

assigning the flagged order to a subcontractor;

searching the service vendor'"'"'s completed orders for a matching order;

populating the flagged order with information from the matching order;

sending order fulfillment comments to the order originator; and

removing the flagged order from the data repository.

27. A computer-based system for enabling a quality assurance shopper to evaluate a lender'"'"'s loan process comprising;

means for displaying customer information;

first input means for fabricating a quality assurance shopper'"'"'s credit bureau report;

second input means for entering loan application information from customers and quality assurance shoppers;

means for storing customer and quality assurance shoppers'"'"' credit bureau reports and loan application information;

means for identifying a quality assurance shopper for special processing relative to one or more service companies; and

means for transmitting information requests to the service companies for fulfillment and for receiving customer information responsive to said requests.

28. The computer-based system of claim 27 wherein fabricating a quality assurance shopper'"'"'s credit bureau report comprises:

downloading from said storage means a credit bureau report of a different and existing customer in a data structure;

copying the different and existing customer'"'"'s data structure;

editing the copy of the different and existing customer'"'"'s data structure with said first input means; and

saving the quality assurance shopper'"'"'s credit bureau into said storage means.

29. The computer-based system of claim 27 wherein the one or more service companies comprise a real estate appraiser or abstractor.

30. A computer system for loan processing which enables a quality assurance shopper to evaluate a lender'"'"'s loan process comprising:

a data storage area comprising;

a customer database; and

a credit bureau report database;

a digital computer connected to the data storage area and comprising a first user interface for generating, entering, editing, saving, and flagging data for the quality assurance shopper; and

a second digital computer in communication with the data storage area and comprising;

a second user interface for entering loan application data for the quality assurance shopper and requesting information relative to the quality assurance shopper from one or more service companies; and

a communications link connecting the second digital computer to said one or more service companies.

31. The computer system of claim 30 wherein the first and second user interfaces comprise graphical user interfaces.

32. The computer system of claim 30 wherein the information relative to the quality assurance shopper comprises real estate information.

33. The computer system of claim 32 wherein the one or more service companies comprise a real estate appraiser or abstractor.