Ellie Mae Expands Customer Care Group
Newly-appointed director of customer service to lead five new specialized customer support teams
PLEASANTON, CA—August 10, 2010—Ellie Mae®, the enterprise mortgage origination technology provider for mortgage bankers, mortgage brokers, community banks, credit unions and other mortgage lenders, has expanded its customer care group as part of its mission to provide a heightened user experience to customers of all Ellie Mae products and services, including Encompass360™, the company’s mortgage management solution.
Customer care specialist and 30-year technology industry veteran Georgeann Beville has been appointed as the director of customer care, and will head the group’s initiative to create a proactive information- and education-based customer service program with five specialized response teams to assist with a variety of customer needs.
“We are always looking to raise the bar higher and exceed our customers’ expectations,” says Limin Hu, chief technology officer for Ellie Mae. “We want to empower our customers with the choice of how they’d prefer to interact with Ellie Mae. One way we’re doing that is by broadening access to our extensive library of self-help tools. A lot of customers prefer to solve the simpler issues on their own without having to initiate a phone call, and we’re happy to enable that level of independence.”
The customer care group’s five specialized teams include: generalists, who assist with Encompass360 or Ellie Mae Network needs and issues; industry specialists, who provide assistance with industry issues such as compliance and mortgage origination calculations; administration specialists, who are technical specialists that assist with database installations and configurations; and documents specialists, who assist with loan closing document issues.
“Ellie Mae has always been committed to providing excellence in customer care,” says Hu. “Our customers expect a top-tier user experience. We believe that our expanded customer care organization matches that expectation.”
About Ellie Mae
Ellie Mae provides enterprise mortgage origination technology solutions for mortgage bankers, mortgage brokers, community banks, credit unions and other mortgage lenders. The company's offerings include the Encompass® and Encompass360™ Mortgage Management Solutions, Encompass CenterWise™ websites and electronic document management services, Encompass Closer™ document preparation services and Encompass Compliance Service. Ellie Mae also hosts the Ellie Mae Network™ that allows mortgage professionals to conduct electronic business transactions with the lenders and settlement service providers they work with to process and fund loans. Ellie Mae was founded in 1997 and is based in Pleasanton, California. To learn more about Ellie Mae, visit www.EllieMae.com or call 877.355.4362.
© 2010 Ellie Mae, Inc. All rights reserved. Ellie Mae and Encompass are registered trademarks and Encompass360, Encompass CenterWise, Encompass Closer and Ellie Mae Network are trademarks of Ellie Mae, Inc. in the United States.
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