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Tag: customer retention

1 article tagged “customer retention”
Mortgage

When Rates Drop, Your Servicing Portfolio Gets Called by Someone: Refinance Recapture With an AI Voice Agent, and the Tests That Decide Who It Calls

A rate move puts thousands of loans in the money in the same week, and the servicer has the data to reach those borrowers first. Before an AI agent dials any of them, it has to know which loans can actually close: VA's seasoning and recoupment tests under 38 U.S.C. 3709, the early payoff window on loans you sold, which consent covers a marketing call, and what the agent may and may not say about savings. What we learned running a voice agent on a lender's funnel, applied to the recapture campaign.

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