ACES Delivers New Call Monitoring Audit Solution to Enhance Mortgage QC and Compliance


ACES Quality Management has launched the ACES Call Monitoring Audit Pack, a pre-built, configurable call monitoring audit solution that enables mortgage lenders and servicers to establish an additional layer of protection quickly and seamlessly within their QC program.

The call monitoring audit solution includes custom data fields, ACES-managed questionnaires and custom reports configurable to the individual organizations’ business needs.

“With the rise in higher escrow charges from insurance and property taxes, we expect banks and mortgage servicers will see an uptick in consumer calls, thus creating a clear need for a call monitoring tool as part of their overall quality control program,” explains Trevor Gauthier, CEO of ACES, in a release. “With so many guidelines to adhere to, a robust call monitoring program is critical to identifying where improvements are needed to protect your organization from regulatory and reputational risk.”

Call monitoring is essential to any substantial risk management program as required by the Consumer Financial Protection Bureau (CFPB) and under the Telephone Consumer Protection Act (TCPA), the Fair Debt Collection Practices Act (FDCPFA) and the Coronavirus Aid, Relief, and Economic Security (CARES) Act, as well as state-specific laws.

While ACES users have always been able to perform call monitoring audits by leveraging ACES’ customization capabilities, the new Call Monitoring Audit Pack gives customers a starting point to quickly and easily leverage the pre-built features.

As part of the ACES technology ecosystem, the call monitoring audit solution comes pre-built with the necessary data fields, requirements, and reporting functions to make auditing seamless and will allow servicers to improve service quality and enhance the customer experience.

Additionally it helps servicers identify agent skill gaps as input for coaching and training needs; increase productivity; and ensure regulatory compliance to avoid high penalty fines.

“Given all the economic and environmental change in recent years, servicers have felt the brunt of it all,” Gauthier says. “From COVID-19 to natural disasters, they have been on the frontlines of borrower communications. As regulators turn their attention to call monitoring to ensure consumer protection, at a minimum, servicers need to take action through QC tech to show regulators they are utilizing their resources effectively.”

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