The Celink Borrower Care Promise actually begins in advance of a loan reaching us. It begins the moment a Borrower Care Associate joins our company.
Only after undergoing rigorous training in fraud detection and borrower protection, coupled with “soft skills” and borrower care practicums, do our borrower care associates come “on-line,” meeting and greeting in one-on-one telephone calls reverse mortgage borrowers.
Monitored initially for all aspects of borrower care, customer service and anti-fraud knowledge and skills, borrower care associates are then randomly monitored, increasingly able to independently detect signs of potential fraud being perpetrated on vulnerable senior borrowers.
The Celink Borrower Care Promise is a value-added service that costs nothing but is worth thousands-plus to borrowers and investors alike … and it delivers another benefit, too: peace of mind.
At Celink, our Borrower Care Promise is a promise to every investor, client and borrower to:
- Review discrepancies or variances of home repair / contractor bids vs original bids provided at loan closing and demand justification for those discrepancies. If there is no justification, we do not pay contractors for any amount over the original bid for required repairs.
- Intervene against contractors who attempt to include additional work outside of the original bid.
- Make all payments for home repairs directly to both the borrower and the contractor.
- Call borrowers to verify draw requests that exceed internal thresholds.
- Confirm borrower draw requests verbally whenever suspicions arise.
- Confirm borrower draw requests made in writing by randomly reviewing the actual signatures on the loan documents.
- Adhere to Celink’s Automated Clearing House (ACH) policies and guidelines to prevent unauthorized persons from having reverse mortgage funds sent directly to them.
- Establish and follow to the letter identity verification procedures for borrower calls.
- Review Power of Attorney procedures, criteria and documentation to ensure POA meets all requirements to act on behalf of a borrower.
- Check, recheck, and check again in any instance where suspicion of fraud remains.