Access can dramatically reduce the investment required to secure and protect the records of banks, investment firms, credit card issuers, and all related businesses. By collaborating with its customers to develop Compliant Records Classification and file storage programs and design customized records management systems for unique requirements, Access helps identify records’ useful life spans and eliminate unnecessary file storage costs.

Professional assistance with meeting complex records management compliance regulations is of utmost importance in the banking and finance arena. Access exceeds expectations every time, providing records management and file storage services to financial institutions.

 

“Customer Care always responds promptly to all our requests and they make sure it is taken care even if it means going through many archive boxes! I am impressed with the level of service and I appreciate all of the help!”

America West Bank, Thina Lim, Manager

” I am constantly amazed at the level of professionalism and follow through that your Client Care team always displays. In all of the years I have been working with Access, your Client Care team is probably one of your greatest assets and it definitely distinguishes you from your competitors. I can’t even begin to tell you the huge amount of time spent on the phone with our previous storage company just trying to find an actual person to talk to!”

Blum Capital, Rose Ormonde, Records Manager

 

Financial Client Stories

About the Client

PennyMac is a leading national mortgage lender and servicer with a goal to provide mortgage solutions to make it easier for customers to purchase, refinance or simply stay in their homes.

PennyMac was founded in 2008 by a team of mortgage industry veterans who sought to restore Americans’ trust in home ownership by improving the quality and consistency of the mortgage experience.

Lisa Wilson is PennyMac’s Records Retention Manager.

The Interview

Tell us about your company and the services you provide to your clientele.
PennyMac is a leading national mortgage lender and servicer with a goal to provide mortgage solutions to make it easier for customers to purchase, refinance or simply stay in their homes. PennyMac was founded in 2008 by a team of mortgage industry veterans who sought to restore Americans’ trust in home ownership by improving the quality and consistency of the mortgage experience.

Tell us a little about your role and responsibilities to the organization.
As the Records Retention Manager, my role is to ensure that we obtain and retain all applicable credit and servicing documents, with an emphasis on protecting our customers’ privacy and maintaining attainable records through an imaging repository. We rely on Access as well to safely and efficiently store our hard copy loan origination files.

How is Records Management different for you and your organization than it was five years ago?
I started my career with the PennyMac family in 2010 when we were still focused more on purchasing loans from banks and other lenders while using our industry expertise to help borrowers restructure their mortgage loans.

With the purchase of these loans, most lenders provided loan document archives to us on encrypted CD’s that were uploaded directly into an imaging repository.

The growth our company has seen in the past few years is tremendous and there is a huge focus now on the retail part of the business where many financial solutions and loan products are available to our customers. Even with automation, there are still paper documents that the underwriting teams must provide for each funded loan. Storage challenges quickly surfaced as our business continued to expand. Access helped us find a safe, efficient and accessible solution to handle our increased document volume.

Are these changes making new challenges to managing your firms records? What are your biggest challenges today?
Our company’s growth surely impacts the way we manage and reconcile our loan documents. We have more loans to audit and ensure we are maintaining a full set of documents that led to the loan funding decision.

Reconciliation and recovery processes have to be solid, timely and measurable. We have managed to grow our Records Retention Department with the volume increases and have put procedures in place to automate many processes. Although a large portion of our records are still in paper form, automation has helped eliminate challenges as we benefit from the time savings aspect.

What resources have you found to assist you in keeping on top of these challenges?
First, we are proud of the talented and hard working staff we have in place. Each team member has a unique role which includes auditing, scanning, recovery, reconciliation and reporting. We also rely on the support of resources, such as Access, who are experts in the field and who helped to lead us to a workable storage solution.

You’ve partnered with Access as an outsourced service partner. What do companies need to look for when they are selecting a records management partner?
Reliability, accuracy and quality customer service! It was evident during our first meeting with Access that the customers needs come first. This included quick and accurate response times.

Being an expert in the field, we relied on Access to give us best practices in the industry, and we have been very satisfied with the service ever since. One of the best qualities I found was the fast and courteous service and ability to come through for us in a pinch if needed. Everyone I have dealt with is friendly and knowledgeable and although we know you have many clients, we are made to feel unique and that our business is appreciated.

Thinking outside of the box, what are your diversions from RIM? How do you relax or have fun away from the job?
I am very family oriented (sincerely I get that feeling at PennyMac too)! I like to spend as much time as possible with my husband and our new, rambunctious puppy. I live in Simi Valley, CA, but spend time in Pasadena and Oilton, Oklahoma when possible, to enjoy time with family and friends. But let’s be honest, a great spa day can trump anything!

Who is your favorite musical artist? What are the top three songs on your playlist?
At my age, it’s a given that my all time favorites do include the Beatles, but my “go to” favorites would always have to include something from the Motown era. You will always find Stevie Wonder, Teena Marie and Marvin Gaye on my playlist…okay, and I confess, maybe Captain & Tennille too.

 

Information Governance is an increasingly high priority for businesses, facilities and corporations throughout every industry, find out which IG processes Access can help you implement to ensure you remain compliant with your policy.