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CHL also implemented an application to make product specific information automatically available on customer service representative's desktops, and enhanced its interactive voice response unit (IVR) to incorporate new customer-friendly speech applications, allowing customers to speak interactively to transact business. Since Fitch's prior review, Regions Mortgage centralized its servicing policies and procedures on the company intranet, redesigned its interactive voice response unit (IVR), implemented a case management/attorney communication system, brought the training function into the Mortgage Loan Administration Department to more closely align training with the mortgage business units, and established a special servicing unit. Since Fitch's prior review, the company expanded the functionality of its customer website and interactive voice response unit (IVR) to allow borrowers 24-hour access to make payments, order copies of loan documents, obtain account information, and request payoffs. |
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