Union Home Mortgage Introduces Innovative AI Chat Feature to Enhance Customer Service Experience

Union Home Mortgage Enhances Customer Experience with 'Chat with Mia'



In a significant step towards modernizing the customer service experience, Union Home Mortgage (UHM) has announced the implementation of a new AI chat feature named 'Chat with Mia'. This innovative solution aims to provide borrowers with a seamless experience when interacting with UHM’s online servicing portal. The rollout, effective May 1, 2025, is expected to cater to around 85% of the company's servicing portfolio, marking a notable advancement in digital finance solutions.

Streamlined Support for Borrowers


The Chat with Mia feature is designed to handle various customer needs efficiently. Borrowers can now access essential services such as reviewing recent escrow disbursements, obtaining payment details following escrow analyses, and accessing critical documents like Form 1098 for year-end tax statements. Perhaps most impressively, customers can engage with AI-driven assistance without the necessity of speaking directly to a live representative. This feature is particularly beneficial during high-demand periods, providing quick access to the information borrowers need when they need it.

While the AI chat feature automates many common requests, the UHM Servicing Team remains readily available for inquiries that require a more personalized approach. Whether through chat, email, or phone, the team strives to offer swift responses to any customer concerns that arise.

Focus on Enhanced Borrowing Experience


CEO Bill Cosgrove expressed the company's commitment to provide a world-class servicing experience for its borrowers, reflecting UHM’s dedication to evolving customer needs. “Exploring AI will uncover new pathways to enrich the borrower experience,” Cosgrove remarked, indicating that staying aligned with customer expectations is a priority for UHM. This philosophy underpins UHM's drive to enhance service delivery continually.

“Leveraging cutting-edge technology is crucial as we aim to engage our borrowers effectively in the coming years,” added Mike Greenwood, Vice President of Mortgage Loan Servicing. His commitment to innovation showcases UHM's proactive approach in a rapidly evolving industry where the convergence of technology and customer experience is increasingly critical.

A Commitment to Quality and Satisfaction


The ‘Chat with Mia’ feature positions UHM at the forefront of the mortgage banking sector, blending technological advancement with high-touch customer service. As a high-growth independent mortgage banking company operating across 48 states plus D.C., UHM prides itself on its collaborative culture, equipping its employees—referred to as UHM Partners—with a strong Code of Conduct. This guiding principle encourages respect, open communication, and accountability, contributing to high customer retention and satisfaction rates.

With recognitions such as being listed as one of USA Today’s Top Workplaces, UHM continues to reinforce its reputation within the industry by prioritizing excellence in customer service. The launch of 'Chat with Mia' exemplifies UHM's ongoing effort to not only meet but exceed customer expectations, promising an enhanced experience for all its borrowers.

Looking Ahead


As UHM embraces AI technology, it sets a high bar for competitors in the mortgage sector. The company's proactive engagement with digital innovations ensures that it remains at the helm of the housing finance industry. With the introduction of this new service feature, Union Home Mortgage is poised to offer an even more responsive and supportive experience to its customers, solidifying its commitment to advancing the way borrowers interact with mortgage banking.

As the mortgage industry continues to change and adapt, UHM’s 'Chat with Mia' is a prime example of how technology can streamline everyday financial tasks and provide critical support to borrowers. With such initiatives, Union Home Mortgage is not just keeping up; it is leading the charge in providing an enhanced and modern borrowing experience.

Topics Financial Services & Investing)

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