From Email Chaos to a Real-Time Command Center for Mortgage Operations
Industry
Fintech
Overview
The company is a leading Financial Services Company and mortgage lender, managing high volumes of loan conditions that demand accurate intake, validation, and processing within strict compliance frameworks.
Challenge
The company's conditions processing had outgrown its infrastructure. A manual, email-driven workflow with no structure, no visibility, and no system-level control had become a compounding liability, one that touched queue management, compliance risk, system integration, and failure handling all at once.
The mandate was clear: rebuild the process without replacing the email intake channel and deliver within a fixed timeline.
Objectives:
- Replacing manual email handling with a structured, system-driven workflow
- Designing a centralized queue with FIFO logic, controlled assignment, and priority overrides
- Eliminating duplicate work through locking mechanisms and workload governance
- Enabling real-time, failure-resilient integration with Encompass
- Introducing structured exception handling for PDF failures, API errors, and invalid data
- Providing supervisors with real-time visibility across queue states and workloads
- Enforcing full action traceability to meet regulatory audit requirements
- Delivering an 11-module platform across 10 defined deliverables within a fixed-cost, 15-week window.
The Solution
The client reached out to Sigma Solve with these challenges, and a purpose-built Command Centre was developed as a modular React application, backed by SQL Server and Azure services, designed to sit on top of existing email intake and govern everything downstream.
Core capabilities:
- Centralized Work Queue: Automated email ingestion into a FIFO-driven queue with "Get Next" assignment, priority overrides, and user-level locking to prevent duplicate work.
- Structured Document Processing: Integrated PDF interface with split, rename, and classification actions, paired with mandatory loan validation to block downstream errors at the source.
- Real-Time Encompass Integration: Live loan lookup, borrower validation, and automatic conversation log updates via middleware, with Azure Service Bus handling async reliability and retry logic.
- Exception Management as a System Layer: Dedicated exception queue with tagged failure types, correlation-based reprocessing, and full visibility into processing breakdowns.
- Operational Dashboards & Reporting: Real-time queue state monitoring, workload distribution tracking, and SLA visibility with drill-down reporting.
- Security & Compliance Built In: Okta SSO, role-based access control, an admin console, and a fully exportable audit trail capturing every action.
- Scalable Azure Architecture: Service Bus for async processing, Application Insights for telemetry, and Blob Storage for document references, built for resilience and observability from the ground up.
Outcome
In just 15 weeks, Sigma Solve helped them move from inbox-driven coordination to a fully governed operational system. Every condition is tracked from intake to resolution. Every action is logged in real time. Every exception is visible and recoverable.
All eleven modules and ten defined deliverables were shipped on schedule, replacing manual handoffs with structured workflows, eliminating duplicate effort through system-enforced assignment, and giving operations teams and supervisors a single, reliable source of truth for workload, performance, and compliance.