Improve customer support with ICE Customer Service—seamlessly integrated, AI-powered, and designed to enhance efficiency for servicers and borrowers alike.
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00:00Loan origination volumes are down as more owners remain in their current homes.
00:05Retaining customers is vital for a servicer's success.
00:08And these customer relationships start in the call center.
00:12These teams play a central role in delivering a meaningful customer experience
00:16by responding to customer inquiries quickly and efficiently.
00:20That's why ICE has enhanced its customer service solution.
00:23Customer service helps servicers shave time off the average support call
00:27and expand the reach of call center agents by providing relevant information
00:31in one easy-to-use solution.
00:34Customer service integrates with ICE's industry-leading MSP loan servicing system,
00:38allowing agents to have seamless access to the current loan-level information they need.
00:44With the click of a button, agents can review loan details,
00:4730- to 90-day activity reports, pending payments, escrow data, and waiver eligibility.
00:54Customer service also offers a new call prediction model that can help agents resolve calls faster.
01:00These models analyze past interactions and loan characteristics
01:04to help agents predict their customers' needs in advance.
01:07This information helps agents to have a more personalized conversation with the customer
01:12and an overall improved experience.
01:15Customer service also provides threaded and tagged conversation histories
01:20so agents can cross-share data when speaking to the customer at different times.
01:25This new level of insight also expands to Servicing Digital,
01:29ICE's consumer-facing app and mobile solution.
01:33Servicing Digital allows customers to access their loan information at any time.
01:38But when paired with customer service,
01:40servicers can communicate and share documents with their borrowers around the clock on a secure channel.
01:47In an evolving industry where speed and accuracy win business,
01:51solutions like customer service is designed to help servicers save time and meet their customers' needs faster.