Celink Rolls Out Single Point of Contact Technology
With the Sept. 1 deadline looming where servicers have to comply with a consent order enforcing a single point of contact during the foreclosure process, Celink has implemented a new module to help its clients' borrowers who are in a default status.
Celink, a national reverse mortgage subservicer, will have its servicing platform ReverServ automatically assign a default status borrower to a company associate. This associate will then work exclusively with the borrower until they remedy the default. This same worker will communicate with the borrower throughout the default foreclosure process.
The purpose of creating this program is to not have borrowers re-explain their situation every time they reach out to Celink. The company also said it gives the borrower a sense of “comfort” that they now have a “dedicated” person assigned to their case.
The single point of contact is only assigned to a small number of accounts so that Celink associates can provide highly personalized service to the borrower.
All written communication to the borrowers in default status will contain their single point of contact's name and the borrowers are also provided with a special “default-only” toll-free number that will allow them to communicate easily with their assigned associate.
“We have always prided ourselves on providing our clients with exceptional service to their borrowers,” said Ryan LaRose, COO of Celink, Lansing, Mich. “This is just one more example of Celink being proactive with borrowers on a very critical issue.”