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Define Process Automation with an Einstein Bot
Gather existing loan and desired forbearance data, and request borrower buy-in on a preferred communication protocol to track progress. Create a bot to update records across Salesforce Service Cloud.
This task assures that customer-provided loan data and forbearance requests are processed and that Cumulus Mortgage obtains buy-in from borrowers on how best to update them.
- Gather data from the borrower regarding the forbearance request. Include confirmation of the mortgage to apply request to, property details, and length of desired delay of payment.
- Create an Einstein Bot that updates existing CRM platform (Salesforce Service cloud) with immediate short-term extensions to other loan processing systems.
- Validate that follow ups to customer use their preferred contact methods (get customer consent).
- Incorporate email follow-ups and confirmation with optional e-signature integration that confirm forbearance requests.
- Identify desired means of communication for future contact (phone, email, SMS).
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