TeleVoice’s Barry Hays Available to Discuss Mortgage Servicing Impact and
Opportunities of SPoC
-- November 7, 2013
At the start of the financial crisis, the mortgage servicing
industry was ill-equipped to help the overwhelming number of
homeowners in need of assistance. To help homeowners avoid
foreclosure, SPoC, or Single Point of Contact, was mandated by an
What: OCC/Treasury directive in 2011, requiring servicers to assign a
human single point of contact for delinquent borrowers to contact
regarding their loan modification requests. New CFPB mandates and
state regulations have broadened SPoC requirements for servicing
It is clear that SPoC requirements are driving permanent change to
mortgage default and contact center operations. The challenge
servicers must now consider is how to manage the day-to-day
processing of telephone calls between borrowers and their assigned
Barry Hays, co-founder and senior vice president of TeleVoice,
provider of SpotLight, a patent pending call processing solution to
address SPoC needs, is available to discuss the impact of SPoC
Who: requirements and how servicers can leverage technology to not only
meet regulatory requirements, but also improve operations. Hays can
also discuss the issues that must be considered in the
implementation of SPoC call center processes and how technology
will address these issues.
Furthermore, Hays can discuss:
Specific requirements that will need
• to be in place by the January CFPB
• The operational impact of SPoC
compliance on servicers; and
Demonstrable improvements to Loss
• Mitigation management as a result of
effective SPoC implementations.
When: Hays is available immediately for interviews.
Contact: To speak with Hays, please contact Joanna Braeckel at 678.781.7211.
Established in 1986, TeleVoice delivers customized telephony solutions,
including Interactive Voice Response (IVR) and Computer Telephony Integration
(CTI) to the financial services industry. Based in Houston, Texas, TeleVoice
has been the call center solutions partner of industry leader Lender
Processing Services (LPS) since 1987. The company currently serves some of the
largest financial institutions including SunTrust, BB&T, OneWest, EverBank and
Capital One, helping them to more efficiently and cost-effectively manage
their customer service communications channels while maintaining full
compliance with key industry regulations like SPoC.
Joanna Braeckel, 678-781-7211
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