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To help mortgage servicers stay compliant while delivering exceptional customer service, Seattle-based ""Varolii Corporation"":http://www.varolii.com/ offers the Varolii Interact Platform.
[IMAGE]The platform allows servicers to be more proactive in their communication efforts by initiating contact with distressed borrowers, soliciting feedback, and assessing borrower satisfaction.
As the industry works to adhere to Single Point of Contact (SPOC) requirements and other regulations, the company explained meeting contact mandates while also delivering a superior experience for the borrower can be a challenge for servicers of all sizes.
""While the intentions of SPOC are good-to lessen borrower confusion, prevent foreclosures and improve high quality customer service-execution places a significant strain on
[COLUMN_BREAK]loan servicing and call center staff,"" said Chris Carlisle, mortgage solutions director at Varolii.
""The Varolii Interact Platform automates status updates, requests for information and satisfaction surveys, creating a cost-effective process that meets regulations, connects with the easily distracted digital consumer and delivers a positive customer experience,"" Carlisle added.
One feature of the platform is it triggers an alert if a survey's results are less than four on a five-point scale. This allows servicers to know when they may need to quickly address borrower concerns. Varolii's solution can also help mitigate risk of potential lawsuits or penalties by creating a compliance audit trail that provides evidence that borrowers were engaged and efforts were made to assist them.
""Complying with the varying state, federal and industry regulations that govern how, when and what should be communicated to consumers is becoming much more complex,"" said Brian Moore, Varolii's financial services industry practice director. ""Walking the tight rope between compliance and customer satisfaction is a challenge our Fortune 1000 clients face every day.
To that end, we're unveiling a new industry resource that aims to help make sense of the multitude of requirements out there and enable better customer service.""
Varolii also announced the launch of ""ContactCompliance.com"":http://www.contactcompliance.com/to help companies understand common rules and guidelines that impact outbound consumer communications.
