Seattle-based HomeStreet Bank, recently selected TeleVoice’s customized Interactive Voice Response solution.

“New regulations specific to how often borrowers are contacted and the type of contact each servicer must execute required a customizable, intuitive Interactive Voice Response solution that enabled our staff to more efficiently retrieve borrower loan data when processing incoming and outgoing calls,” said Margaret Hart, loan servicing operations manager for HomeStreet Bank, in a press statement.

With the help of the customizable, intuitive IVR solution, HomeStreet Bank will be able to achieve compliance with the latest mortgage servicing regulations.

It will also help support the management of the bank’s expanding mortgage lending footprint and increasing volume of customer service calls.

TeleVoice’s solution will help customers of HomeStreet Bank to have quick access to loan information. This will further give them the ability to make one-time drafts and request an urgent faxed payoff statement and make sure calls that need an agent are transferred to the correct group based upon loan-level criteria.

HomeStreet Bank, using TeleVoice’s customized IVR solution will be able to handle the majority of its inbound calls via TeleVoice without the involvement of customer service representatives.

“As the regulatory environment continues to evolve, it challenges servicers to leverage the latest customizable, seamless technology to not only achieve compliance, but complement internal business processes already in place,” said Barry Hays, co-founder and senior vice president of TeleVoice. “As HomeStreet Bank grows, TeleVoice’s systems will continue to support its business and compliance needs, while enabling it to provide the high level of customer service that its staff strives to provide its customers.”