Servicers trust MSP, ICE’s industry-leading loan servicing system, to help power servicing operations from loan boarding, payment processing and escrow administration to investor reporting, compliance management, default processing and more. MSP is a comprehensive platform that supports an integrated suite of digital loan products, including first mortgages and home equity loans and lines of credit, on a single system to help servicers save time and reduce costs.
“At ICE, we build servicing technology that amplifies human performance and puts people in the driver’s seat. That’s true whether it’s the customer paying off their loan or exploring home equity options, or it’s the back-office user benefitting from a streamlined servicing experience,” said Sandra Madigan, Executive Vice President of Servicing Technology Product Innovation at ICE Mortgage Technology. “MSP unites our wide-ranging ecosystem of servicing solutions and allows us to focus on our singular mission of making servicing simple.”
ICE supports both the servicer and customer at every step of the loan servicing life cycle – from loan boarding to lien release – with an ecosystem of integrated solutions. It starts with ICE Servicing Digital, the consumer-facing native app and responsive web solution that helps create an exceptional customer experience by delivering the self-service capabilities today’s consumers want. Servicing Digital gives borrowers the power to perform daily tasks and to access information about their loan, home and property — anytime, anywhere. It also lets them explore home equity options and perform “what if” scenarios around refinancing or paying down their loan. Servicing Digital equips customers with the tools to take agency over their homeownership journey, helping bolster retention efforts while reducing workload and stress on busy servicing operations.
If customers need assistance, servicers using MSP have the opportunity to create meaningful conversations with their customers by leveraging ICE Customer Service. The solution gives agents fast and organized access to customer information that is required to address borrower questions quickly, leading to faster call resolutions. Customer Service also helps improve call center efficiency by offering automated call prediction capabilities. Call prediction models use recent activity, conditions and signals on a customer’s loan to provide agents with the top three reasons why that customer may be calling. This information helps agents cut through the guesswork and have a more meaningful conversation – potentially even turning what may be a frustrating moment for that caller into a positive, personalized experience.
For assisting homeowners experiencing financial difficulty, MSP offers integrated default functionality. ICE Loss Mitigation supports industry-standard retention and liquidation workouts, as well as proprietary forbearance and modification programs to help servicers simplify decisioning and reduce risk throughout the loss mitigation experience. Plus, when servicers pair Loss Mitigation with ICE Servicing Digital, homeowners can initiate the loss mitigation process through an advanced self-service prompt and proactively seek help during challenging times.
ICE is continually investing in the MSP system to deliver the latest in servicing technology innovation. The system and its integrated solutions are continually enhanced to help servicers stay up to date with ever-changing federal regulations, supporting compliance and reducing risk – and the ICE Mortgage Technology Professional Services team stands ready to offer hands-on consulting and training for MSP users.
“The future of servicing technology is changing rapidly, and ICE is setting the pace for what’s possible in our industry,” added Madigan. “With MSP and its integrated servicing solutions, our clients have access to advanced digital tools that are transforming the homeownership journey for millions of Americans.”
