Michael Maisonneuve
Nourished and engaged through
lifelong learning...
Escrow Training Development
The Escrow Website Project
This project was developed to create a shared understanding between borrowers and contact center agents from mortgage servicing companies. The concept and procedures surrounding escrow confuse both borrowers and industry professionals, alike. This website was built to create shared understanding of the verbiage, calculations and ways of interacting with an escrow account, so that borrowers and contact center agents can communicate effectively about the topic.
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The video (created and published in PowerPoint) below explains the development process for the video, from initial needs analysis, through final implementation.
Customer-Facing Training Video
To address a high volume of customer calls regarding the new Escrow Account Statement, I scripted, storyboarded, and produced this video explaining the various sections. The initial drafts of the video went much more in-depth into how the escrow payment was calculated, but the video was shortened due to time constraints.
Due to compliance issues, all information on the Statement was fabricated and manually input via Adobe Acrobat.