RoundPoint Mortgage Servicing Corp. has upgraded its customer service by giving borrowers the ability to escalate disputes directly to its in-house Consumer Ombudsman.
The company has a self-policing program in place so as to better adhere to mortgage servicing regulations. Through this program, the company investigates alleged violations, monitors business activity and works with business units to correct consumer issues.
Now, borrowers can escalate their complaints directly to the internal Consumer Ombudsman through the RoundPoint website.
‘The Consumer Ombudsman offers an independent and impartial resolution process and acts as a neutral arbiter of these customer inquiries,’ explains Dave Worrall, chairman and president of RoundPoint, in a release. ‘Our success is closely linked to the success of every borrower we serve. It is our obligation to offer each consumer the support they need to fulfill their mortgage commitments. Making this program available through our website is one more way we are taking that responsibility very seriously.’
As explained in the release, the Consumer Ombudsman does not advocate for either the business or the customer, but rather ensures a fair process for review of the issue. If the Consumer Ombudsman determines that a borrower's rights as a consumer may be at issue and review is warranted, a complete investigation of the file is conducted.
Once the review is complete, the Consumer Ombudsman makes a recommendation to RoundPoint on how to resolve the situation. The Consumer Ombudsman's recommendation and the final resolution of the issue are then communicated to the borrower.
RoundPoint says the program is an important part of the company's overall risk mitigation strategy. It supplies trend analysis on complaints received and root cause analysis and also identifies potential process and training improvements.
‘Information is often the missing element for consumers who have serious issues with their mortgage loan servicer,’ says Brad Johnson, chief operating officer for RoundPoint. ‘Our approach has always been to provide our borrowers with information through as many channels as possible. This program is one more way that we can quickly get to the heart of the issue, to provide a method by which the consumer can easily understand their options and solve problems.’