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Cenlar Adopts TeleVoice Solutions to Aid Servicing Compliance

Out of Houston, TeleVoice, a provider of customized telephony applications, announced that servicing provider Cenlar FSB is now leveraging its Interactive Voice Response and Computer Telephony Integration solutions to aid its compliance efforts in light of the Consumer Financial Protection Bureau’s new mortgage servicing rules.

“The servicing industry is challenge with a host of new compliance regulations, processes and implementation requirements,” said David J. Miller Jr., SVP at Cenlar. “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.”

The newly implemented solutions will help Cenlar stay on top of borrower communications and support the increased level of call volumes the subservicer has seen since expanding its private label servicing operations.

“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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