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Customer Service

Delivers the information needed to address customer requests quickly and effectively

The ICE Customer Service solution provides service agents a holistic view of a borrower’s mortgage on one screen, helping them stay informed while delivering a warm customer experience.

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Delivers the information needed for customer service representatives to resolve issues in just one call

Customer Service provides servicers with a cutting-edge solution, unique to the mortgage market, that improves the experience for both the consumer and customer service representatives.

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 to MSP®

Data is automatically synced between MSP 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 conversion

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.

About Customer Service

Deliver consistent borrower support

The Customer Service solution seamlessly integrates with our MSP® loan servicing system, giving you tools to readily access borrower and loan information to resolve inquiries in a single call. Using a user-friendly screen, you can view a wide array of information, including: a loan summary, preview 30 and 90 days of loan activity, pending payments, escrow information and waiver eligibility and more.

Customer Service helps you respond to borrower questions quickly, accurately and efficiently. And because you can make changes within both the MSP and Customer Service systems, you can remain focused on delivering a high-quality experience to the borrower.

MSP® loan servicing system

MSP, ICE’s best-in-class loan servicing software, has set the industry standard and is unmatched, due to a strong focus on regulatory compliance and risk, protection of borrower-owned data, decades of proven performance and our commitment to continuous innovation. MSP offers servicers of all sizes the ability to tackle today’s most pressing business challenges.

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