GCC Servicing Systems, a provider of mortgage servicing technology and solutions, has launched its Customer Service Resolution Module (CSRM) to assist lenders with the efficient management and tracking of customer disputes through the G/SERV loan servicing platform.
The main CSRM screen displays all open disputes and gives the user the option to view closed disputes as well. To simplify the user experience, this opening screen aggregates all basic info about the disputes, including:
►Dispute description
►Date
►User responsible
►Status
►Last action date
►Category and
►Follow-up date.
The module also enables servicers to upload documents associated with disputes and view all disputes related to each loan. Servicers are able to ensure prompt and accurate customer service with automated assignment of follow-up tasks among staff. The CSRM assists servicers in meeting new regulations by prompting reaction to borrowers requests in the allotted time, as well as providing an audit trail of the actions related to a specific borrower request.
“The next significant hurdle for servicers is adjusting to the Single Point of Contact environment,” said Glenn Liebowitz, president of GCC Servicing Systems. “GCC is currently working with our clients to develop the level of automation they need to more thoroughly manage borrower communication. The Customer Service Resolution Module is a result of this hands-on collaboration with servicers and will assist our clients with the improved tracking of customer disputes and how they are handled.”
