ICE Customer Service is uniquely designed for the mortgage market, providing servicers with a solution that improves the experience for both customers and support representatives. It delivers the information needed to address customer requests quickly and effectively. Customer Service provides agents with organized, relevant customer information, helping resolve more inquiries in a single call. By deepening borrower relationships and helping improve retention, it enhances customer service operations. The solution provides a cutting-edge approach unique to the mortgage market, improving the experience for both consumers and customer service representatives. It integrates seamlessly with MSP, automatically syncing data between the MSP servicing system and Customer Service.

Features:

• User-friendly interface: Displays borrower data and interactions on a single, simplified user interface – helping the service agent navigate the system quickly and easily to better respond to the borrower.
• Automate the borrower verification process: Integrates with interactive voice response systems to pass verification data already collected in the solution.
• Seamless integration with MSP®: Data is automatically synced between the MSP servicing system and Customer Service.
• Service history and data retention: Notations help representatives gauge customer sentiment to improve follow-up activity.
• Learn a single system: Reduce the dependency on multiple systems to respond to borrower interactions; also decreases amount of training time with use of automated processes.
• More productive interactions: Integration with the Servicing Digital solution helps representatives see exactly what customers see.
• Guide the customer conversation: Configure “Call Talk Off Scripts” to detail how and what service agents should recite to the borrower to help assist in compliance with rules and regulations, or explain details on loan activities.
• Predict why your customers may be calling: Customer Service offers call prediction models that analyze past activity and characteristics of a customer’s loan to suggest the most likely reason they may be calling.
• Secure messaging for 24/7 support: When Customer Service is paired with Servicing Digital — ICE’s consumer-facing app and mobile web solution — servicers can communicate and share documents with their borrowers around the clock on a secure channel.