#USA #AI Technology #Kastle #Santa Ana #New American Funding

New American Funding and Kastle Join Forces for Improved Customer Service

In a significant move aimed at revolutionizing customer service in mortgage lending, New American Funding has announced its partnership with Kastle, an innovative player in the AI technology space. The collaboration seeks to enhance the operational efficacy of one of the nation's leading independent mortgage lenders, leveraging advanced AI solutions to transform the customer experience throughout the mortgage origination and servicing processes.

The Role of AI in Customer Interactions

At the core of this partnership is Kastle's Voice AI technology, designed to facilitate end-to-end interactions between customers and the lending institution. By integrating this AI solution, New American Funding aims to reduce hold times for borrowers and maintain compliance with regulatory standards while providing a reliable 24/7 self-service platform. This change is expected to alleviate the workload on operations teams, enabling them to concentrate on more complex customer needs and issues that require human intervention.

Christy Bunce, president of New American Funding, expressed her enthusiasm about the collaboration. She noted that Kastle's AI capabilities allow for quicker and more uniform service delivery throughout the entire duration of a loan. "As a pioneer in AI enablement for our borrowers and employees, we chose Kastle for its ability to tailor AI agents to our needs, with the flexibility to test and refine each solution before it goes live," Bunce said. This adaptability is essential as it aids in maintaining a high level of customer service while ensuring team members are available for inquiries that necessitate a personal touch.

Operational Benefits of the Partnership

The strategic partnership with Kastle opens up vital operational improvements for New American Funding. As the volume of customer interactions increases, the AI solution allows them to manage this growth without sacrificing quality or compliance. Kastle's AI agents are specifically pre-configured to handle consumer lending workflows, a crucial feature that ensures consistency and predictability in managing multi-step mortgage transactions.

Kastle’s Compliance Engine, integrated directly at the execution level, guarantees adherence to regulatory requirements, thus ensuring every customer interaction meets established quality standards regardless of when the contact occurs.

Future of Lenders in a Tech-Driven Environment

Rishi Choudhary, Co-Founder and CEO of Kastle, underscored the importance of embracing AI technology in the rapidly evolving landscape of mortgage lending. According to Choudhary, "New American Funding understands that the winners in this next chapter will be the lenders who deeply embrace AI without compromising on compliance or control to better support their customers. We're proud to be the partner they're building that future with."

This partnership signifies a forward-thinking approach to mortgage lending. By integrating AI-driven solutions, New American Funding is not only looking to enhance customer satisfaction but also streamline operations to handle the increasing demands of a contemporary market.

About New American Funding

Founded in 2003, New American Funding is committed to democratizing homeownership across America. With a robust workforce of more than 5,300 employees located in Santa Ana, California, the company operates over 300 branches nationwide and manages a servicing portfolio of over 281,000 customers, amounting to an impressive $73 billion in value. They pride themselves on combining the reach of a national lender with the personalized support typically associated with community banks. Their offerings include cutting-edge career training, bespoke loan products, and innovative technology to facilitate seamless homebuying experiences.

Conclusion

The collaboration between New American Funding and Kastle represents a significant stride toward modernization in the mortgage industry. By utilizing AI technology, they are setting new standards for efficiency, customer care, and regulatory compliance, positioning themselves for future success in a competitive marketplace.