In a release, the North Carolina-based company announced it has enhanced its ombudsman program, allowing consumers to escalate any complaints directly through the RoundPoint website.
Established as a neutral resource, the Consumer Ombudsman office works to protect borrowers' rights by investigating alleged violations, monitoring RoundPoint's business activity, and working with business units to correct consumer issues. The program also offers recommendations for problem resolution and supplies trend analysis to determine potential process problems and areas to improve.
"The Consumer Ombudsman offers an independent and impartial resolution process and acts as a neutral arbiter of these customer inquiries," said Dave Worrall, chairman and president of RoundPoint. "It is our obligation to offer each consumer the support they need to fulfill their mortgage commitments. Making this program available through our website is one more way we are taking that responsibility very seriously."
Brad Johnson, COO of RoundPoint, added that the addition of easy online access reflects the company's approach to provide information and resources to borrowers through as many channels as possible.
"This program is one more way that we can quickly get to the heart of the issue, provide a method by which the consumer can easily understand their options and solve problems," Johnson said. "We're very proud of this program and the positive effects we expect it to have on our business and our customers' lives."