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71 workout option. ey need help immediately. is means servicers need technology that enables fast decisioning and rapid response times as well as self-service mobile options for borrowers, so they can access relief on their own at any time and receive automated responses in the mode of communication they prefer, whether phone, email, or text. BUILDING A 'SAFE ROOM' APPROACH TO UNCERTAINTY As the number of natural disasters has grown, so too has the number of online resources for "safe rooms." For those who aren't familiar with them, FEMA defines a safe room as "a room or structure specifically designed and constructed to resist wind pressures and wind- borne debris impacts during an extreme-wind event, like tornadoes and hurricanes." In a metaphorical sense, servicers can build their own kind of "safe room" by ensuring their operations are protected by the storms of uncertainty. If we were to envision what this safe room would look like, the foundation of the room would be a single automated workflow application that spans the servicer's entire organization from which to create seamless operations. e reality is, a process is a process. and they just need business rules to be interconnected creating a seamless servicing insulation. is is quite different than the loose collection of applications most servicers currently use, most of which have limited flexibility and are poorly integrated with each other. e efficiencies servicers gain by using an amalgamation of platforms is extremely limited because they do not entirely eliminate the manual processes that drive up costs. By using a single application, on the other hand, servicers can centralize workflows for all scenarios while building application programing interfaces (APIs) with other critical applications. APIs expand and extend automation outside the servicing organization and make other seamless processes a reality. As just one example, with the right platform, servicers can access Freddie Mac's Resolve through an API to determine the correct workout options under Freddie Mac's guidelines. If a borrower does not qualify for a particular workout, servicers can instantly find out why as well. is saves servicers a huge amount of time and labor when performing loan workouts and ensures that borrowers get the help they need when they need it. With the proper technology in place— one capable of automating any kind of workflow, delivering a one-click approach to workout options and borrower self-service functionality—servicers can skillfully respond to any what-if scenario or uncertainty. Further, they can break free from their old habits to use laborious manual tasks and spreadsheets as well as eliminate in-house coding and IT costs associated with using outdated technology. Servicers can also gain straight-through, no-touch processing capable of approving deferred payments in as little as 30 seconds and enable borrowers to modify their loans without ever talking to anyone. Borrowers can quickly answer a few questions and easily identify what relief options they qualify for, and receive a decision entirely on their own, which allows servicers to focus their teams on exception cases and borrowers who prefer human assistance. As disrupted as the servicing industry has been in recent years, there will always be uncertainties, as well as the likelihood that more chaos lies ahead. Servicers shouldn't let this simple fact haunt them. Instead, they should let it spur them into rethinking the limitations of their current approach and finding the tools they need to streamline chaos rather than be constantly spooked by it. ose tools may be right in front of them. Jane Mason is CEO and Founder of Clarifire and the original architect behind CLARIFIRE, an application that brings all parties within mortgage servicing operations together onto one secure platform. She is a recognized leader in technology solutions for the financial services and mortgage industries. With over 15 years' experience in financial services technology, Mason started her career in business operations, quickly becoming an executive of an international law firm. As an entrepreneur and innovator, Mason has received numerous awards and accolades for her service in local business and the national mortgage stage. When a borrower has just lost their job, or their house is literally underwater following a hurricane, they don't have time to wait for their servicer to manually check for the best workout option. They need help immediately.