Celink, a reverse mortgage subservicer, has implemented a single point of contact (SPOC) module for its clients’ borrowers who are in default status. The company’s servicing platform auto-assigns a borrower in default to a Celink associate. This associate works exclusively with the borrower until they remedy the default. They will remain the borrower’s SPOC through the remediation or foreclosure process. Celink SPOCs are only assigned to a small number of accounts so that associates can provide personalized service.
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