The firm adds more agents to meet unprecedented surge of calls from borrowers
Altisource Portfolio Solutions has expanded its operations center in Texas in response to the heavy call surge centered around the coronavirus crisis.
The mortgage service and platform provider said Tuesday that the goal of the expansion is "to better service financial institutions in the wake of an unprecedented surge of mortgage-related calls from homeowners."
Altisource also said it has added new single-point-of-contract (SPOC) representatives to its operations center in El Paso, Texas, to meet the "immediate industry need for expanded capacity management." The firm's SPOC call agents are integrated with the client's own servicers and act as brand representatives as they handle inbound and outbound loss mitigation inquiries, focusing on forbearance, repayment, and loan modifications.
"Using our vast experience, specialized knowledge and competitive pricing, we've been helping mortgage clients serve customers better since 2009," said Robert McKinley, vice president of enterprise sales and business development at Altisource. "Our short-term goal is to help them control the heavy call surge by acting as a ‘surge protector.’ The long-term objective is to continue working with them and other clients after the pandemic to help operate more efficiently. We want to build a lasting relationship and become a trusted source."
