Connecting your customers with more value

Not resting on our laurels

Servicing Digital is central to our servicing suite of products, and we continue our focus on digital innovation every day to provide your customers with more value through new features and plug-and-play integrations. These updates make it easier for your customers to find information and services, make payments, and even find the market value of their home without leaving the application.

We’ve invested in an API-first approach to deliver these capabilities to your customers, so they have a better experience working with you throughout the life of their loan. These enhancements include:

Chat assistance

You’re probably familiar with chatbots greeting you on consumer websites. We have made available an integrated, third-party chatbot to greet homeowners and help them manage their loans. Homeowners pose questions and the chatbot responds with an answer. If the chatbot is unable to answer their question, the bot connects homeowners with a live agent armed with loan details and chat notes.

Additionally, servicers can use integrated banners and email communications to alert customers about special offers like enrolling in autopay or paperless billing and provide them with downloadable documents.

Paying their mortgage with a debit card

While ACH processing was originally bundled in Servicing Digital, a new integration allows borrowers to use debit cards for loan paymentsif that is their preference. This allows funds to be pulled and posted immediately so delinquent accounts can be shown as current faster.

Maintaining their home

We’ve integrated with a home management system that helps customers track home maintenance and records and schedule repairs and services from a list of pre-approved contractors.

Determining the value of their home

Through an integration with ICE’s consumer-friendly property-valuation tool, Validate, homeowners can determine the value of their home, which can help them make decisions about selling, refinancing or taking out a home equity loan. Validate uses public records and prompts homeowners to take geo-referenced photographs of key home areas (like the kitchen and master bedroom) and their street. The technology uses computer vision technology to “read” the photos to determine the property’s condition — much like an appraiser would do — to provide a real-time value.

Coming soon

ICE is home to an end-to-end mortgage technology ecosystem that delivers unprecedented efficiencies across the housing finance continuum. This gives us the opportunity to provide your customers with more value as their financial needs change.

We’re already exploring new ways of integrating ICE’s point-of-sale solution with Servicing Digital to help you connect homeowners with additional products and services, such as home equity loans or refinances. Interested homeowners will be able to use refinance and home equity calculators to view their potential savings and then, if interested, complete a pre-filled loan application. It’s our belief that this convenience and warm handoff will provide them with more value and help you retain their business.

Another in-the-works integration will provide translation services. We’re starting with English-Spanish translations, but since our third-party integration partner offers hundreds of languages, we’ll be testing the waters to add more.

More enhancements are on the way

Servicing Digital’s new features and plug-and-play integrations will help you build powerful customer experiences with your brand by providing them with useful connections to the products and services they need all in one place. That all-in-one convenience will provide them with more value and become more “sticky” with your customers, helping lead to more business.

These self-serve innovations will help you streamline and simplify mortgage transactions to achieve favorable outcomes, such as better customer experiences, more extensive self-service functionality, less paper to file and track, and automated regulatory support.

At ICE, we like to think of “digital” as an ecosystem of solutions that come together to collectively facilitate seamless transactions for the benefit of all stakeholders. In practice, this means that a digital solution mutually benefits a consumer and the servicer — and even other third parties in the process. Consider a consumer benefitting from an intuitive, eSigning capability that can be done via a mobile device; and simultaneously, a lender benefitting from a quicker, more efficient way to capture complete application documents — not to mention the greater potential for retention and recapture that comes with positive customer experiences.

We think the future of servicing is connecting you and your customers with a powerful, easy-to-use platform that can be accessed from anywhere.