Reverse mortgage subservicer Celink announced Sunday that it has implemented a new, single-point-of-contact module for clients’ borrowers who are in default status on their loans.
When a borrower fails to pay his or her taxes and insurance, that person will be placed into default status, at which point Celink’s servicing platform, ReverServ, auto-assigns a company associate. The Celink associate will serve as the exclusive point of contact for the borrower until the default is resolved through the remediation or foreclosure process.
“We have always prided ourselves on providing our clients with exceptional service to their borrowers,” said Ryan LaRose COO, “and this is one more example of Celink being proactive with borrowers on a very critical issue.”
Working with a single person through the process eliminates the need for borrowers to re-explain their situations during each communication with the subservicer, Celink says. It also provides comfort that they have a “dedicated” person through the process.
This single point of contact is only assigned to a select number of accounts so Celink can provide the most personalized service possible to the borrower.
Any written communication to borrowers in default status will also contain their single contact’s name, and they will have access to a default-only toll-free number by which they can easily be in touch with their contact person.
Written by Elizabeth Ecker
