Over half of all reverse mortgages in the United States are serviced on Celink’s ReverseServ platform. Despite the technological advances of recent years, reverse mortgage customers — senior citizens — have been slow to adopt new technology and are often overlooked by tech innovators. Celink, however, sees a responsibility to deliver intuitive, inclusive technology, specifically tailored to enable and encourage its senior customers. In a digital age, Celink places an intentional, continuous focus on empowering the borrowers and team members of customer service associates with technology tools that ensure delightful interactions.
Seeking to improve interactions regardless of communication channel, Celink significantly expanded its IVR system in 2023, providing borrowers with a wider variety of critical information about their loans. Celink meets the needs of customers more quickly because the IVR’s enhanced logic anticipates the reason of their call based on frequently encountered inquiries and automatically transmits borrower authentication details to call center agents. In addition, customers can now opt to receive time-sensitive information and forms as text messages. Promptly and seamlessly meeting the needs of its customers in this way emphasizes its commitment to the quality of interactions with its customers.