ICE Collections, a part of ICE's default suite of solutions, equips customer service agents with the necessary tools to effectively contact delinquent borrowers. It facilitates borrower authentication using standard criteria and identifies suitable assistance options to resolve delinquency, preventing late-stage default and foreclosure. Fully integrated with the MSP® loan servicing system and ICE’s consumer-centric servicing solutions, Collections offers a user-friendly interface for agents to communicate with borrowers. The solution supports smart borrower engagement by providing timely access to qualified assistance programs and enables single-call resolutions through a streamlined user interface. It also aids in risk management by supporting regulatory compliance and providing borrower status indicators. Through integration with Servicing Digital, borrowers can independently explore and request eligible assistance programs. Seamless call routing allows easy transfer of borrowers between customer service and collections personnel, and single-click case activation matches customers with the right assistance program. Collections sources data from MSP, giving collectors access to key information on a single screen, helping them quickly understand the customer’s situation. Automated workflows and built-in logic help identify assistance options for which that customer qualifies. 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.

Features:

• 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