Certified Credit was awarded the 2024 Lender’s Choice Award for Best Customer Service during TMC’s “A Mile Above” Conference in Denver, Colorado.
Mortgage solutions provider and TMC-preferred vendor, Certified Credit, was awarded the TMC 2024 Lender’s Choice Award for Best Customer Service. This highly-anticipated conference took place from September 7th to September 10th at the Hyatt Regency Denver at the Colorado Convention Center. During the event, Senior Account Executives, Jeff Woltemath and Yvonne Sobieski, and Vice President of Sales, Paul Robinson, represented the Certified Credit team.
“We take great pride in our customer service, so receiving this award was such an honor,” said Lucy Kereta-Block, Founder and CEO of Certified Credit. “While we’re constantly improving and expanding our technological offerings, our commitment to excellent customer service has always been the cornerstone of our business. It even inspired our company’s tagline, ‘More Than Just a Score.’”
As noted during the conference, Certified Credit’s Client Success team stands out for its speed, attentiveness, and efficiency. Here are some notable statistics about Certified Credit’s customer service:
- Certified Credit’s customer support team is 100% onshore – While most American businesses outsource their customer support to other countries, Certified Credit is dedicated to maintaining a 100% onshore customer support team. As a result, they possess key domestic expertise and can provide a higher quality of service than other companies.
- Certified Credit boasts a 12-second Speed of Answer (ASA) for inbound inquiries – Certified Credit’s Client Success team is readily available to its clients, answering their calls within 12 seconds, on average. Over 95% of all customer service calls are answered in 30 seconds or less, so lenders never need to wait long for tailored support and timely resolutions.
- 75% of Certified Credit’s credit supplements are completed within one day – Certified Credit’s Automated Credit Supplements offer a more convenient and secure way to update borrowers’ tradeline information. They can also expedite loan closing times since Certified Credit completes 75% of these supplements the same day they’re submitted.
- Over 50% of Certified Credit’s manual verifications are completed within two days – Along with credit supplements, Certified Credit can also take care of lenders’ manual verification of income and employment (VOE). Manual VOE support is included with Cascade VOE, Certified Credit’s automated VOE solution. To keep up with Cascade VOE’s high hit rate and swift verifications, Certified Credit’s manual VOE team works fast, fulfilling over half of its verifications within two days.
- 30% of Certified Credit’s staff is bi-lingual – In an increasingly diverse housing market, Spanish-language support is more important than ever before. Fortunately, nearly one-third of Certified Credit’s staff is fluently bi-lingual.
- Certified Credit’s solutions have a 99.00% system uptime – While Certified Credit’s Customer Success team is readily available, the company strives to create tech solutions that run reliably. With a 99.00% system uptime, lenders can confidently depend on Certified Credit’s solutions.
Along with Certified Credit’s impressive Customer Support team and innovative in-house technology, the company also partners with other service providers to offer its clients access to even more solutions. For example, Certified Credit recently partnered with ScoreNavigator to deliver cutting-edge credit score management tools with scalable features and flexible pricing.
“While market conditions and technological advancements are constantly evolving, our commitment to customer service is unwavering,” said Lucy Kereta-Block. “Our clients and their borrowers have always been, and will always remain, our top priority.”
About Certified Credit
Certified Credit was founded in 1968. Over the years, Certified Credit has consistently produced timely and innovative solutions to lenders’ most pressing workflow problems, earning its position as a TMC-preferred vendor. To learn more about Certified Credit’s innovative solutions or award-winning service, call 1-800-769-7615 or visit www.certifiedcredit.com.
