Mortgage Servicer Releases Module to Track Customer Disputes

GCC Servicing Systems, a provider of mortgage servicing technology and solutions for banks, mortgage companies and credit unions, has launched its customer service resolution module through its G/Serv platform to assist lenders with the management and tracking of customer disputes.

The main CSRM screen displays all open disputes between a customer and a lender. There is also an option to view disputes that have been closed already.

The solution provides a variety of information 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 the dispute and view all the arguments related to each loan.

According to the Southfield, Mich.-based provider, a benefit of this module is that servicers can ensure timely and accurate customer service with automated assignment of follow-up tasks among its staff. The module assists servicers in meeting new regulations by prompting reaction to borrowers requests in a certain period of time, as well as providing an audit trail of the actions related to a specific request from the borrower.

“The next significant hurdle for servicers is adjusting to the single point of contact environment,” said Glenn Liebowitz, president of GCC. “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.”