Help Borrowers Make Payments Anytime While Reducing Servicing Costs and PCI Risk
Mortgage lenders and loan servicers process thousands of borrower payments every month. Yet many still rely on customer service representatives to handle routine payment calls.
The result is higher servicing costs, increased PCI compliance exposure, longer call times, and an inconsistent borrower experience that is dependent on staff availability.
Datatel’s CryptoIVR™ Payments enables borrowers to make secure payments 24 hours a day, 7 days a week, without requiring a representative to handle sensitive payment information.
The solution integrates with your existing loan servicing, payment processing, and customer service environments, helping you automate payment collection while maintaining control over your payment policies and business rules.
Outcomes Mortgage Companies Achieve
Reduce Servicing Costs
Automate routine payment transactions so servicing teams can focus on borrower support, account inquiries, and higher-value interactions.
Improve Borrower Convenience
Allow borrowers to make payments anytime, including evenings, weekends, and holidays, without waiting for an agent.
Reduce PCI Compliance Scope
Remove representatives from the payment process and reduce exposure to sensitive cardholder data.
Increase Payment Completion Rates
Provide borrowers with a simple, consistent payment experience that reduces friction and abandoned payment attempts.
How CryptoIVR™ Payments Works
Borrowers call your dedicated payment number and are guided through a secure self-service payment experience.
The system can then:
- Identify borrowers using loan numbers, account numbers, or other configured identifiers
- Retrieve account information
- Present payment options
- Collect payment information securely
- Process payments through your existing payment processor
- Return confirmation information
- Generate reporting and reconciliation data
- Deliver SMS payment confirmations. Because payment information is entered directly by the borrower, representatives never need to hear, see, or enter sensitive card data.
Flexible Payment Models
Self-Service Payments
Borrowers complete the entire payment process independently, with 24/7 availability.
Agent Assist Payments
When a borrower is already speaking with a representative, the call can be securely transferred into the payment environment.
Advanced Payment Acceptance Controls
Mortgage servicing organizations often have specific requirements regarding how payments are accepted.
Unlike standard payment systems, CryptoIVR™ allows organizations to configure business rules that support their operational, compliance, and risk management objectives.
Debit and Credit Card Identification
The system can distinguish between debit and credit cards and automatically apply your organization’s payment acceptance policies. For example: accept debit cards while restricting credit card payments, permit specific payment types for certain loan products, route borrowers to alternative payment methods when required, and enforce processor-specific acceptance rules.
Payment Method Controls
Support payment policies involving debit cards, credit cards, ACH/eCheck, card-on-file transactions, and stored payment methods.
Business Rule Enforcement
Automate payment workflows based on loan type, account status, delinquency status, payment amount thresholds, borrower eligibility, and internal servicing policies. Rather than relying on staff to enforce payment rules, the IVR automatically applies the appropriate logic during every transaction.
Outcome
Gain greater control over payment acceptance, improve policy compliance, reduce operational exceptions, and create a more consistent borrower experience.
Built for Mortgage and Loan Servicing Operations
CryptoIVR™ supports a wide range of payment scenarios commonly found within mortgage and lending environments.
Mortgage Payments
Allow borrowers to make scheduled mortgage payments through a secure self-service channel.
Past-Due Payments
Provide a convenient option for borrowers seeking to bring accounts current.
Additional Principal Payments
Support borrowers making extra payments toward principal reduction.
Escrow-Related Payments
Accept payments associated with escrow shortages or account adjustments.
One-Time Payments
Enable borrowers to submit payments outside their regular payment schedule.
Agent-Assisted Payments
Support payment collection while keeping representatives out of PCI-sensitive payment collection processes.
Seamless Integration With Your Existing Environment
Datatel’s platform is designed to work with your existing servicing and payment infrastructure. Integration options include:
- Loan servicing platforms
- Billing systems
- Payment gateways
- Payment processors
- CRM platforms
- Customer service environments
- Reporting and reconciliation systems
Our gateway-agnostic architecture allows organizations to maintain existing processor relationships while modernizing the borrower payment experience.
Security and PCI Compliance
Protecting borrower payment information is a critical requirement for every lender and mortgage servicing organization.
Datatel is a PCI DSS Level 1 Service Provider, our payment environment is designed to help organizations reduce their exposure to cardholder data while supporting secure payment acceptance.
Benefits include:
- Reduced PCI scope
- Reduced handling of cardholder data by staff
- Secure borrower payment entry
- Secure payment processing
- Improved compliance posture
- Reduced operational risk
By removing representatives from the payment collection process, organizations can simplify payment operations while strengthening security controls.
Rather than deploying a generic payment IVR, we work with organizations to design payment workflows that support their specific servicing requirements and desired outcomes.