TeleVoice, a provider of customized call center solutions, has announced that Fay Servicing, a special servicer and mortgage originator, will leverage its Interactive Voice Response (IVR) solutions to provide pay-by-phone capabilities to its borrower customers. Through TeleVoice, borrowers have the ability to quickly access their loan information via phone (including the ability to easily make payments via one-time drafts), while also ensuring that any calls that might require agent assistance are transferred to the correct group based upon loan-level criteria. This drives higher levels of customer service and satisfaction among borrowers while simultaneously generating greater operational efficiencies for Fay Servicing’s team of account managers.
“Our mission has always been to operate as a special servicer and mortgage originator who puts relationships with borrowers first,” said Ed Fay, CEO of Fay Servicing. “TeleVoice’s recently implemented IVR solutions have exceeded our early expectations and help us provide an enhanced borrower experience and further strengthen those relationships.”
“Often, the difference between a borrower remaining current (or returning to current status) and slipping into default lies in a servicer’s ability to easily facilitate a payment request, regardless of channel,” said Barry Hays, co-founder and senior vice president of TeleVoice. “Fay Servicing has long established itself as a leader in leveraging relationship-based servicing strategies to maximize the performance of its portfolio, and with the implementation of our pay-by-phone capabilities, its borrowers will have another payment option at their disposal.”