CC-2491 - USA (Washington, DC) - Inbound and Outbound Mortgage Insurance premium (MIP) Support and Call Center Services - Deadline November 16,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2491

Government Authority located in Washington, DC; USA based organization looking for expert vendor for inbound and outbound mortgage insurance premium (MIP) support and call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound mortgage insurance premium (MIP) support and call center services between the hours of 8:30 a.m. 5:00 p.m., EST, Monday thru Friday except for Federal holidays or when the government facility is closed due to local or national emergencies, administrative closing, or similar government directed facility closings.
- To handle telephonic and written inquiries from homeowners, lenders, home ownership centers (HOC) and other government organizations, and the public with issues related to single family MIP refunds.
- Answer incoming calls, e-mails and faxes
- Complete outbound calls that include call-backs to homeowners, lenders, home ownership center staff and third-party tracers from retrieved calls on the afterhours voice mail box and referrals that require additional information.
- Contact homeowners on account receivable cases to set up payment plans to repay MIP refunds.
- Contact the homeowner for additional information, documents, check tracer, and to provide assistance with completing and locating documentation.
- Provide up to 2,000 cases of homeowners owed a refund per month.
- Total number of telephone calls processed each week, including all incoming commercial and 800 number calls and all outbound calls generated by the system only.
- Perform transition-in duties such as but not limited to an excel spreadsheet containing contractor personnel names, title, telephone numbers, email address and available days and tour of duty hours.
(2) Approximate work volume will be 7,000 calls per month consisting of a combination of incoming and outgoing calls.
(3) Contract term will be one year.
(4) This bid is set aside for 8(a).

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 16 November, 2022

Category : Call Center and Answering

Country : USA

State : District of Columbia

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