Solar Loan Verification Case Study

A U.S. solar lender awarded AtPoint Group its full loan verification program after five months of performance. Although AtPoint entered the engagement without prior solar lending experience, its training, accurate verification, and personal attention earned the client’s confidence. Over a 12-month cycle, the call center reported zero attrition and 100% adherence.

Client Background

The financial services company initially selected a larger business process outsourcing (BPO) provider with solar industry experience and a team operating in Costa Rica.

With an average loan account of $60,000 and approximately $12 million in daily business, the lender needed confidence in each verification conversation. Mistakes could create financial exposure across a high volume of accounts.

The Challenge: Clear Communication and Accurate Loan Verification

Customers sometimes struggled to understand the previous provider’s representatives. Everyday American expressions and conversational nuances were not always interpreted as intended, making verification conversations more difficult.

Representatives needed to ask clear questions and accurately interpret customer responses. The lender needed a partner that could review each account carefully while providing dependable service.

AtPoint’s Approach to Solar Loan Verification

Training for the Lender’s Business

AtPoint used its training program to prepare the team for solar loan verification. The focus was on learning the lender’s business and preparing representatives to perform the verification work accurately.

Personal Attention

The lender valued the attention it received from a smaller BPO partner. AtPoint’s care for the relationship helped distinguish its service and build confidence in the partnership.

Verification Through AtPoint Intellipoint

AtPoint supported the program through AtPoint Intellipoint, which it describes as guaranteeing loan verification and accuracy.

Results: Full Program Awarded and Team Continuity

AtPoint reported the following results for the engagement:

• Full verification program awarded within five months: The lender moved all accounts in its verification program to AtPoint after evaluating the team’s performance and service.
• Zero attrition over a 12-month cycle: The call center retained its team throughout the reported period.
• 100% adherence over the same 12-month cycle: AtPoint reported this operational result alongside its attrition performance.
• Accurate account verification: AtPoint reported that every account in the program was properly verified.
• Financial savings: According to AtPoint, the stronger verification process is saving the lender millions of dollars.

The engagement demonstrated how training and personal attention helped AtPoint earn responsibility for the lender’s entire verification program, despite entering without prior solar lending experience.

Discuss Your Loan Verification Program with AtPoint

AtPoint supports financial services companies with outsourced operations and customer experience services. Contact AtPoint to discuss your solar loan verification needs.

Email AtPoint or call 281-579-4485.

Client identity withheld. Results and operational claims supplied by AtPoint Group.