Intercontinental Exchange, Inc. announced that Capital Mortgage Services has selected the MSP loan servicing system and a suite of integrated solutions to help scale its operations, lower costs and to continue to deliver a stand-out customer experience. MSP is a comprehensive, end-to-end platform that supports all aspects of servicing - from loan boarding to default - for first mortgages, as well as home equity loans and lines of credit, on a single system. In addition to the MSP loan servicing system, Capital Mortgage Services has selected a suite of automated, integrated solutions that improve the user experience for back-office employees and customers alike.

The full-service mortgage bank will use Servicing Digital, ICE's web- and mobile app-based customer-centric solution, designed to help servicers improve retention and more easily engage with their customers on a continuous basis. Integrated with MSP, Servicing Digital helps customers easily see their loan information, make payments, understand and grow their home equity, and more. Capital Mortgage Services will also use the ICE Customer Service solution to drive more one-call solutions when a consumer calls a support representative.

Customer Service uses call prediction to successfully determine the most likely reason for a support call, and guides support agents to the screens they need within the MSP loan service system to help resolve the issue. It also predicts related questions a customer may have on their loan and presents them to the agent, to help resolve more customer support issues in a single call. The mortgage banking firm will also receive early notifications of critical property-related events with Lien Alert, an efficient, cost-effective portfolio monitoring solution that helps servicers respond quickly to competitive pressures, take advantage of lead opportunities and proactively manage risk.

And using McDash, Capital Mortgage Services will gain access to an unparalleled view of mortgage performance across the U.S. with the deepest and broadest loan-level data repository in the industry. Plus, the mortgage banking firm will also leverage the Actionable Intelligence Platform, which will help them proactively monitor and manage operations using key performance metrics, and deliver business analytics to support strategic decision-making.