ECHO - Improving Processes to Gain Productivity

Managing and supporting over 8,000 users in the mortgage industry is something we do and we enjoy. UCG’s commitment to "doing it right" is reflected in the additional staff and resources it has dedicated to the mortgage banking group.

Every hour we handle many technical support calls to assist new users with using our applications.
Every day our client service reps proactively help clients realize the benefits from our services.
Every month our central billing group invoices 1,000 mortgage clients.
Every year new solutions are released from our development staff to enhance our services

	Technical Support ECHO end-users can get help with any technical issues or application questions by contacting our technical support help desk toll-free M-F – 8:00 a.m. – 6:00 p.m. EST. Every call is logged in our call tracking system to ensure timely, accurate responses, and forecasting/productivity reports. The backbone of the help desk is a triage system of specialists trained to either rapidly solve the problem or escalate it to a higher level of technical support. Call 1-888-711-2500 or email us at echotech@ucg.com

	Client Services Our ECHO client services representatives offer customers proactive support. From finding the right person with an answer about a HUD policy, to helping a company maximize their use of an application in the most efficient way, to providing free phone training to a brand new user -- our representatives are advocates for our customers. Each representative brings firsthand mortgage knowledge and a combined 55+ years mortgage banking experience. Many were users of ECHO at previous jobs and relate to our users’ environment from firsthand experience.

	Training Due to the dynamic environment of the mortgage industry ECHO makes training a high priority. ECHO's Account Representatives provide free phone training on the use of ECHO applications. We also provide on-site, customized training upon request. To contact an ECHO representative for price and product information, call 1-888-711-2500 or email us at echotech@ucg.com

	Billing ECHO customers require an invoice be sent to corporate with transaction charges by users at the correspondent or branch level and broken out by product and charges. In some cases one invoice has charges for hundreds of users at different locations with transactions and charges for the dozens of service options used that month. Over 1,000 invoices are sent out each month with a high level of detail so our customers can internally reconcile their charges. Our billing group and our client services are available through a toll-free call to 1-800-929-4824 extension 2356, M-F – 8:00 a.m. – 6:00 p.m. EST to handle any billing questions.

	Development Staff ECHO's growth depends on our ability to add value to the mortgage process. Working closely with the business staff, ECHO’s development team focuses on faster, more reliable electronic solutions for our user environment. Our development team has application, communications, client-server, mainframe, imaging, X12, DB2, Delphi, Visual Basic, C++, Unix and XML related experience. Our applications are designed to be open and flexible. The Q/A staff works closely with the developers to ensure a close to 100% bug-free release. Plus, UCG’s corporate IT group assists when projects require additional resources.