Miniter Group, provider of collateral risk transfer solutions to the lending industry, has implemented enterprise call center software to enhance customer service experience.
Specifically, the new enterprise call center software will improve the company’s borrower-centric service.
Officials with Miniter Group said that the new software comes with lots of benefits including a specialized call handling for borrowers and brokers, enhanced lender compliance reporting, and quality assurance call recording.
The system, company pointed out, is designed to support up to 300 agents.
"We are very excited about the recent implementation of this new call center software, which will create a better borrower and broker phone experience,” said Michelle Austin, SVP of lender services at Miniter Group, in a statement.
“We look forward to utilizing our new call center system and continuing to improve and evolve our Borrower-Centric Insurance Tracking Service," said Austin.
Miniter Group provides blanket and lender placed insurance solutions to over 550 lenders in 45 states. Their in-house software development created their Borrower-Centric Insurance Tracking Service in 2006. Miniter’s solutions include Vendor Single Interest Insurance, Lender Placed Insurance, Collateral Protection Insurance and Mortgage Impairment Insurance.
Back in July, Miniter Group had announced an automated bill payment enhancement for escrow loans tracked using Miniter's Borrower-Centric outsource insurance tracking service.
Lenders who outsource insurance tracking to Miniter Group will no longer have to perform the labor intensive process of collecting and paying insurance premiums for escrowed loans.
Earlier in May, Miniter Group had announced a new release of the Borrower-Centric Insurance Tracking Solution that enhances insurance tracking of commercial loan portfolios.
This release enhances the ability to track multi-collateral loans, multi-loan collaterals, contents & equipment, as well other insurance policies such as key man life insurance.
Miniter Group’s Borrower-Centric process works directly with the borrower’s agent/broker to resolve any non-conforming coverage issues before the existing policy expires.