Home Street Bank Implements TeleVoice IVR

Seattle-based HomeStreet Bank has implemented TeleVoice's call center solutions to achieve compliance with the latest mortgage servicing regulations while supporting 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 at HomeStreet Bank, in a statement. "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 without the involvement of customer service representatives.

"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, in a statement. "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."