Support

Installing and maintaining a new quality control system is a significant undertaking that often requires bridging gaps between previously incompatible sets of data and procedures, training new personnel, and heavy-duty customization efforts. Furthermore, over time, procedures inevitably change as problems are solved and new ones emerge. The dynamic nature of business ensures that planning for every eventuality is impossible.

Cogent systems are unique, however, because they come backed by first-class customer service, designed to minimize the impact of unforeseen circumstances and ensure maximum benefit from the system at all times. The developers at Cogent are not only top-notch programmers, but they also understand the mortgage industry and the science of quality control. Furthermore, they have hundreds of hours of experience dealing directly with clients.

Professional Services

Before implementing any new Cogent system, Cogent's Professional Services staff works closely with each new client to understand their unique circumstances and requirements. We discuss statistical methodologies, organizational structure, quality control goals and objectives in order to determine how best to leverage Cogent's technology in the client's operating environment. Whether clients need extensive customization or minimal intervention, Cogent is ready to help them get the most out of their investments. And of course, Cogent Professional Services staff are available at any time to discuss changing requirements and to provide solutions to meet them.

Training

Cogent strongly believes in training, both initial and ongoing. All clients receive two days of comprehensive on-site training after their system is implemented. This includes auditor training as well as extensive training on the administrative functions of the system. The training, which is customized to the needs of the client, not only explains the features and functionality of the system but also covers quality control methodology, any changes in the client QC process resulting from implementation of the new system, regulatory issues and other special topics.

Further, Cogent provides a variety of additional training opportunities, including Web Seminars open to all clients, on-site and online training customized to a particular client, the Cogent Quality Symposium and Web-based training resources. Clients may bring as many staff as they wish to Cogent training sessions (except Web Seminars, which have a limit on total number of attendees.) A calendar of upcoming Web Seminars is available here. For more information about training, please contact support@cogentqc.com or call (415) 495-3660.

Technical Support

Technical Support is available Monday through Friday, 8:00 a.m. to 5:00 p.m. (Pacific Time). You may contact Technical Support by email or by phone:

E-MAIL support@cogentqc.com

PHONE 415-495-3660

Cogent Discussion Group

The Cogent Discussion Group is an online forum for Cogent clients to discuss loan quality control practices, CogentQC system functionality, and related issues. To join the Group, please send an email to support@cogentqc.com with the subject line "Join CDG".

Web Seminars

Cogent's WebEx Seminars are a convenient way for Cogent clients to participate in continuing education from the comfort of their own workstations. These seminars are free of charge and you need nothing more than a web browser and a telephone to join in. For a schedule of upcoming WebEx Seminars please check here.

Cogent Quality Symposium

The Cogent Quality Symposium is an annual event, now in its tenth year, which brings together Cogent clients from across the country for two days of learning and information sharing. The format is highly interactive, with lots of lively discussion and networking opportunities. Included are multiple concurrent training sessions tailored to risk managers, QA and Compliance managers, audit staff, as well as IT personnel. This is also the forum in which Cogent introduces new system functionality. For more information, check our Symposium page.