Behind the Scenes

Zero Tolerance for Fraud
All Option One associates are trained to recognize and report potentially fraudulent acts against our customers and to enforce our zero tolerance for fraud policies. For more information on how to protect yourself against fraud, please visit: http://www.oomc.com/servicing/idtheft.asp

Departments Dedicated to Quality
To help us continue to provide the highest levels of customer service, four departments have been established to monitor and support day-to-day operations:

-	Quality Assurance performs random phone monitoring to ensure that your calls are handled professionally and accurately.
-	Servicing Quality Control/Compliance monitors department operations and processes for compliance with best practices, state and federal laws, and regulations.
-	Internal Audit regularly audits business policies and procedures and reports the results to Option One’s management team.
-	A dedicated team of customer service associates ensures all escalated issues are resolved in a thorough and timely manner.

Customer Advocacy Team
We have created a customer advocacy team that is responsible for listening to you, our customer. This team strives to understand your specific servicing needs by gathering your suggestions and conducting research to improve operations.

Consumer Education
Option One supports several programs to educate customers on borrowing and financial management. These non-profit programs vary from helping young people understand the economics of life to advising adults on how to improve their credit standing. For more information on these programs, please visit http://www.oomc.com/servicing/financial.asp

Community and Industry Involvement
As a residential mortgage servicer, we recognize that our involvement with various programs can have a positive impact on our communities. Through Option One’s Lending Hands non-profit giving and volunteer program, associates can contribute to several different non-profit volunteer initiatives. For more information on community involvement, please visit: http://www.oomc.com/corp/corp_comminvolvement.asp.

In addition, Option One is a member of leading industry organizations, such as the Mortgage Bankers Association, the Financial Services Roundtable, the National Home Equity Mortgage Association and the American Financial Services Association. We also maintain relationships with nationally recognized, well-respected consumer advocacy and community outreach groups.

Business Partners Dedicated to Best Practices
From time to time, you may work with one of our business partners. We expect high standards of professionalism from our partners and require that they adhere to our Best Practices and comply with all laws and regulations.

How Are We Doing?
We contract with a national, independent polling organization to conduct an annual survey of randomly selected customers. From these surveys, we get many valuable suggestions that we use as a guide to incorporate change and improve services.

Best Practices

Best Practices Servicing Your Loan Behind the Scenes Customer Service Keeping Your Home