ICE Collections
Streamline the process of collecting delinquent payments
As part of ICE’s default suite of solutions, ICE Collections provides customer service agents the capabilities necessary to properly contact delinquent borrowers. This includes tools that assist with authenticating borrowers using standard criteria and identifying qualified assistance options to resolve delinquency and prevent late-stage default and foreclosure.
An intuitive solution that helps streamline the process of curing delinquent loans
Collections is fully integrated with the MSP® loan servicing system and ICE’s consumer-centric servicing solutions, to offer customer service agents a user-friendly way to communicate with borrowers.
Smart borrower engagement
Authenticate borrowers using standard criteria; present timely access to qualified assistance options.
Single call resolutions
Complete a process in a single call with a streamlined user interface and seamless integrations.
Risk management
Support regulatory compliance and avoid costly penalties using features that assist with compliance and borrower status indicators.
Self-service options
Through an integration with Servicing Digital, borrowers can independently browse and request eligible assistance programs.
Seamless call routing
Easily transfer borrowers between customer service and collections personnel.
Single-click case activation
Match your customers with the assistance program that’s right for them
Collections sources data from MSP to give collectors access to key information on a single screen, helping them quickly understand the customer’s situation. Then, automated workflows and built-in logic help identify assistance options for which that customer qualifies. Plus, the solution helps collectors lead the conversation for more effective and personalized interactions during what can be a difficult process.
When there are no qualifying short-term relief options, the collector can easily refer the loan information to the ICE Loss Mitigation solution. With a single click, a loss mitigation case can be activated and homeowners can be assigned a single point of contact.
Mitigate risk and manage regulatory compliance
Collections helps account for regulatory and investor requirements relative to each customer’s loan scenario, including FDCPA call frequency requirements. Additionally, status indicators show important alerts that can impact compliance, such as litigation, cease and desist, and more. Servicers can also configure Collections with their own payment assistance options and rules.
Configurations and indicators to help support compliance
Self-service assistance options
Assist customers during periods of hardship
Requesting aid independently and online can help homeowners alleviate the anxiety associated with financial hardship. With ICE Servicing Digital, a consumer-facing native app and responsive web solution, servicers can provide customers the tools to browse and request eligible assistance programs on their own. Once a customer requests assistance – either through Servicing Digital or via a customer service call – the Collections solution is alerted, and no further collection attempts are initiated by the servicer.
Integrations across the servicing ecosystem
Collections is integrated with the industry-leading MSP® loan servicing system, saving collectors from having to work across multiple screens and systems. Data entered into Collections is updated in MSP, helping to reduce manual errors and mitigate risk.
Additionally, servicers can integrate Collections with a third-party dialer technology provider of their choice, extending the solution’s capabilities to include call tracking and sequencing.
MSP® loan servicing system
MSP, ICE’s best-in-class loan servicing software, has set the industry standard and is unmatched, due to a strong focus on regulatory compliance and risk, protection of borrower-owned data, decades of proven performance and our commitment to continuous innovation. MSP offers servicers of all sizes the ability to tackle today’s most pressing business challenges.