The portal includes data such as tax and insurance information, escrow
analyses and year-end, current and historical loan data, regardless of the
servicing system used. The Customer Service Portal can integrate into any
loan servicing system platform including LSAMS™, ISGN’s loan servicing
system, and can be private labeled for any lender or servicer. Because the
Customer Service Portal is a turnkey system, companies can select the system
and be up and running with a customer service web presence quickly. This
enhancement is part of ISGN’s increased focus on product enhancements for
2009.
A strain on customer service departments has become prevalent in the
current market, with an abundance of borrowers placing phone inquiries in
regards to their troubled mortgages. ISGN’s Customer Service Portal provides
a solution to this issue by creating an online channel where borrowers and
other end users can access relevant information on their loans, including
information to determine loan modifications, complete transactions—like pay
a bill or request a payoff statement, and send messages directly to a
customer service representative. The system can address both active and
inactive loans, including those that have reached foreclosure, bankruptcy
and paid off status by giving servicers the ability to load inactive loans
into the portal database so that end users can access this information at
any time, without having to make a call.
“In today’s market, lenders’ servicing divisions are under pressure to
keep up with a high volume of borrower requests for tasks such as processing
payments, providing pay-off quotes and fielding questions,” says Reggie
Swiney, president of mortgage products for ISGN. “By incorporating the
Customer Service Portal, lenders and servicers can manage all of those
borrower requests and more, all through an online system that conveys
information but requires no direct human contact. By providing borrowers and
customers with a 24/7 self-service portal, these companies can save labor
costs, increase staff efficiency and prioritize customer service phone
contact.”
The Customer Service Portal can be private labeled to match each
company’s online and offline communication tools, and can be hosted by the
ISP of the lender’s choosing. The system utilizes secure Internet technology
to ensure data safety and confidentiality, and automatically collects and
displays updates of borrower information, directly from the company’s
servicing application, so system upkeep is minimal.
“In today’s Internet-driven world, consumers expect 24/7 access to
information and mortgage customers are no exception,” says Swiney. “Right
now, it’s particularly important to provide servicers and servicing
divisions with a way to quickly and easily meet this demand.”
About ISGN Corporation
ISGN Corporation is the leading global technology solutions company
positioned to transform the mortgage lending space by providing an
end-to-end spectrum of technology products, services and onDemand solutions.
A fast-growing company with a customer base of over 600 lenders across the
United States, including some of the world’s leading banks, ISGN provides
complete technology and technology-enabled solutions that deliver value,
improve customer satisfaction and have a measurable bottom-line impact. For
more information, please visit www.ISGN.com.
=========
Sudha Baskar | Marketing & Communications| ISGN
