Mortgage Servicer Cenlar FSB Implements TeleVoice IVR
Ewing, N.J.-based Cenlar FSB, a mortgage loan servicing provider, has implemented TeleVoice's interactive voice response (IVR) and computer telephony integration (CTI) platforms.
Cenlar FSB turned to TeleVoice to enable compliant borrower communications under the new Consumer Financial Protection Bureau's mortgage servicing rules and to supportincreased call volumes.
"The servicing industry is challenged with a host of new compliance regulations, processes, and implementation requirements," said David Miller, Jr., senior vice president of Cenlar, in a statement. "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 has realized increases in productivity and customer service levels through TeleVoice's screen pops, which are customized to Cenlar's specific call center architecture and present borrower loan information to customer service representatives once the borrower has been authenticated by the IVR. 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.