TeleVoice’s Barry Hays Available to Discuss Mortgage Servicing Impact and Opportunities of SPoC

  TeleVoice’s Barry Hays Available to Discuss Mortgage Servicing Impact and
  Opportunities of SPoC

Business Wire

-- 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.

About TeleVoice

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.


For TeleVoice
Joanna Braeckel, 678-781-7211
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