The Black Knight Customer Service℠ solution provides a holistic view of a borrower’s mortgage loan on just one screen with an array of unique features and an intuitive user interface – facilitating faster and more accurate responses to customer inquiries.
With the Black Knight Customer Service solution, representatives can easily view recent and upcoming mortgage loan activity, pending payments, escrow information, and much more. And to help representatives provide the most informed customer support, solution enables quick access to loan recast options, MIP/PMI-waiver eligibility and home values and neighborhood details.
Seamlessly integrated with Black Knight’s MSP® loan servicing system, Customer Service gives customer service representatives the relevant information they need in a single location so they can resolve many issues in just one call. Using a single, easy-to-use screen, representatives can view a wide array of information: a loan overview, a snapshot of the last 30 days and the next 90 days of key activities on the loan, pending payments, escrow information and waiver eligibility, and more.
As a result, representatives can respond to customer questions more quickly, accurately and efficiently. In addition, they can make changes within both the MSP and Customer Service systems, resulting in a more efficient and transparent experience, deeper borrower relationships and increased customer retention.
Black Knight Customer Service integrates with Servicing Digital℠, an interactive web and mobile solution for consumers that provides information about their mortgage loan and home. Black Knight clients that pair Customer Service with Servicing Digital will have a view of what borrowers see, helping facilitate an even more productive conversation.
A holistic view of the borrower’s information and loan detail
The ability for representatives to initiate and complete tasks
Integration with Black Knight’s MSP servicing system and Servicing Digital
Customer sentiment notations that help improve follow-up activity
Product eligibility indicators such as PMI and Escrow waiver, home equity or refinance opportunities