Convergys

Lift Your Competitive Edge with Mortgage Loan Restructuring

As a global leader in customer relationships, we offer cost effective solutions tailored to deliver a superior customer experience to give your organization a competitive advantage. Learn how we helped one national bank quickly expand support for its loan modification program through fast-track implementation and quality contact center practices.

For more information, call us today at
1-800-257-4000 or e-mail.



Why Convergys?

Today nine of the top ten commercial banks are leveraging Convergys solutions to increase service efficiencies and better manage the customer experience. Convergys has been providing innovative relationship management solutions for financial services institutions to enhance processes and increase customer satisfaction for more than 25 years.

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Can You Handle the Call Volume Increase?

Almost 134,000 mortgages were adjusted in March, representing 20,000 more than the average since September, according to Hope Now, a coalition of lenders, servicers, investors, and housing counselors.

Mortgage companies and financial services institutions are faced with quickly managing this incredible volume of requests. To respond, cost-effective tools specifically designed to quickly help manage the volume and improve the customer experience are required.

Convergys Loan Modification solutions can help your institution handle heavy customer demand rapidly and efficiently. Companies can leverage Convergys' skilled live agent assistance and award-winning self-service automation technology, proactive outbound communications and analytics to encourage loan retention and new lending, while lowering service costs.

Designed as a full suite or individual services, Loan Modification solutions provide only the resources your financial organization need to:

  • Ramp Operations Quickly
  • Reduce Service Costs
  • Increase Customer Satisfaction
  • Help Retain and Capture Loans

Key features of the Convergys Loan Modification Solutions are:

  • Loan Modification Support Agents - Skilled customer contact agents support refinancing process through handling of program inquiries and eligibility data collection
  • Inbound/Outbound Automation - IVR/voice portal with speech automation efficiently answers inbound basic inquiries and frequently asked questions and provides proactive outreach to eligible homeowners
  • Consulting and Analytics - Customer satisfaction surveying with analytics as well as operations and technology consulting to improve satisfaction and operational productivity
  • Early Treatment and Collections - Preventative counseling and early treatment with customer outreach program. Also, accounts receivable management/collections analytics and operations at licensed sites.
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