Celink doesn’t employ telephone trees or automated attendants to answer borrower calls. We employ people.

Here’s why.

When a senior homeowner requested a $10,000 draw on his loan because he'd won the Canadian lottery, a telephone tree would never have detected the red flag of fraud, but an attentive Celink Borrower Care Associate did. She drew on her special training, gained the customer's confidence, and uncovered a scam.

Or when a grandchild who had been given Power of Attorney seemed in a hurry to clean out her grandmother’s holdings, it was the experience and professionalism of Celink associates that saved the account – and very likely - the relationship.

These and numerous other financial disasters have been averted because people skilled in the principles and nuances of borrower protection answer our phones.

The Celink Borrower Protection Program™ begins the moment a Borrower Care Associate joins our company. It’s a value-added component of Celink servicing that costs clients nothing and yet provides Celink clients, as well as their borrowers and investors, with additional safeguards and peace of mind.

 

Celink Borrower Protection Program™ Highlights:

  • Multi-level borrower identity verification procedures are utilized for all incoming calls.

  • Borrower contact is made to verbally confirm all line of credit draw requests that exceed internal dollar amount thresholds.

  • Verbal confirmation of draw requests, at any dollar level, is made if and when any suspicions arise.

  • Enforcement of Celink's Automated Clearing House (ACH) policies and guidelines prevent unauthorized persons from gaining access to reverse mortgage funds.

  • In-depth review of Power of Attorney documentation ensures all legal requirements are met in order to act on behalf of a borrower.

  • Review discrepancies or variances of home repair contractor bids vs. original bids provided at loan closing, and demand of justification for those discrepancies. If there is no justification provided, Celink does not pay contractors for any amount over the original bid for required repairs.

  • Intervention against contractors who attempt to include additional work above and beyond the required repairs.

  • All payments for home repairs are issued as a two-party check to both the borrower and the contractor.

  • Elevation of concerns to senior management in any/all instances where the suspicion of fraud occurs.