Cenlar Utilizes TeleVoice IVR Solutions to Support Mortgage Servicing Compliance Regulations [Manufacturing Close - Up]
(Manufacturing Close - Up Via Acquire Media NewsEdge) TeleVoice, a provider of customized telephony applications, announced that Ewing, N.J.-based Cenlar FSB, a mortgage loan servicing provider, has implemented its Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) platforms.
According to a release, Cenlar FSB turned to TeleVoice to enable compliant borrower communications under the new Consumer Financial Protection Bureau's (CFPB) mortgage servicing rules and to support an increased level of call volumes the subservicer has seen since the expansion of its private label servicing operations.
"The servicing industry is challenged with a host of new compliance regulations, processes and implementation requirements," said David J. Miller, Jr., SVP of Cenlar FSB. "TeleVoice not only facilitates complex call routing within our contact center, which allows our employees to address more complex borrower inquiries, but we now have effective mechanisms to address Single Point of Contact (SPoC) and loss mitigation requirements."
Cenlar FSB has realized increases in productivity and customer service levels through TeleVoice's Screen Pops, which are customized to Cenlar FSB's specific call center architecture and quickly present borrower loan information to customer service representatives once the borrower has been authenticated by the IVR application. Cenlar's staff is also equipped with customized and detailed reporting needed to ensure compliance and validate business procedures in the event of an audit.
"As the subservicing industry continues to grow, subservicers face a tremendous business opportunity, but only if the right systems are implemented to cater to their customers' needs and effectively address increasing call volumes," said Barry Hays, co- founder and SVP of TeleVoice. "Cenlar, as well as its private label servicing operations, are better equipped to offer customers a personal experience and achieve compliance because of TeleVoice's customizable solutions that symphonize with Cenlar's other integrations and processes."
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