Ellie Mae has announced the expansion of its customer care group as part of its mission to provide a heightened user experience to customers of all Ellie Mae products and services, including Encompass360, the company’s mortgage management solution. Customer care specialist and 30-year technology industry veteran Georgeann Beville has been appointed as the director of customer care, and will head the group’s initiative to create a proactive information- and education-based customer service program with four specialized response teams to assist with a variety of customer needs.
“We are always looking to raise the bar higher and exceed our customers’ expectations,” said Limin Hu, chief technology officer for Ellie Mae. “We want to empower our customers with the choice of how they’d prefer to interact with Ellie Mae. One way we’re doing that is by broadening access to our extensive library of self-help tools. A lot of customers prefer to solve the simpler issues on their own without having to initiate a phone call, and we’re happy to enable that level of independence.”
The customer care group’s four specialized teams include: Generalists, who assist with Encompass360 or Ellie Mae Network needs and issues; industry specialists, who provide assistance with industry issues such as compliance and mortgage origination calculations; administration specialists, who are technical specialists that assist with database installations and configurations; and documents specialists, who assist with loan closing document issues.
“Ellie Mae has always been committed to providing excellence in customer care,” said Hu. “Our customers expect a top-tier user experience. We believe that our expanded customer care organization matches that expectation.”
For more information, visit www.EllieMae.com.