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HomeStreetBank revamps call centre with TeleVoice

18 February 2014  |  686 views  |  0 Source: TeleVoice

TeleVoice, a provider of customized telephony applications, announced that Seattle-based HomeStreet Bank ($3.07 billion asset), a wholly-owned subsidiary of HomeStreet, Inc. (NASDAQ: HMST), has implemented the company's call center solutions to achieve compliance with the latest mortgage servicing regulations while supporting the management of its expanding mortgage lending footprint and increasing volume of customer service calls.

"New regulations specific to how often borrowers are contacted and the type of contact each servicer must execute required a customizable, intuitive Interactive Voice Response (IVR) solution that enabled our staff to more efficiently retrieve borrower loan data when processing incoming and outgoing calls," said Margaret Hart, loan servicing operations manager for HomeStreet Bank. "With TeleVoice, our customers have quick access to loan information, giving them the ability to make one-time drafts and request an immediate faxed payoff statement while ensuring calls that require an agent are transferred to the correct group based upon loan-level criteria."

TeleVoice's customized IVR solution enables HomeStreet Bank to handle the majority of its inbound calls via TeleVoice without the involvement of customer service representatives. Additionally, TeleVoice has a 27-year partnership with leading technology, services, data and analytics provider, Black Knight Financial Services (formerly LPS) - also used by HomeStreet Bank - which further expedited the implementation of TeleVoice's solutions which are seamlessly integrated with Black Knight's systems.

"As the regulatory environment continues to evolve, it challenges servicers to leverage the latest customizable, seamless technology to not only achieve compliance, but complement internal business processes already in place," said Barry Hays, co-founder and senior vice president of TeleVoice. "As HomeStreet Bank grows, TeleVoice's systems will continue to support its business and compliance needs, while enabling it to provide the high level of customer service that its staff strives to provide its customers."

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