Mortgage Originations Process Specialist

New American Funding partners with Kastle to deploy AI agents. NAF says the platform will handle end-to-end customer interactions and add a self-service channel while supporting compliance Article Summary. New American Funding partnered with Kastle to expand enterprise AI use with voice agents that handle end-to-end customer interactions and 24/7 self-service. The companies say the deployment is designed to reduce hold times, scale contact volumes and support compliance through built-in procedures. AI Summary New American Funding announced on Thursday that it is partnering with Kastle as the independent mortgage lender expands its use of artificial intelligence across the enterprise. Kastle's voice AI technology will handle end-to-end customer interactions, reduce hold times and provide a 24/7 self-service channel. The AI agents are designed to allow New American Funding to handle more calls while freeing operations teams to focus on complex customer situations. "Kastle AI enables us to serve each customer with greater speed and consistency throughout the life of their loan," Christy Bunce, president of New American Funding, said in a statement. "As a pioneer in AI enablement for our borrowers and employees, we chose Kastle for its ability to tailor AI agents to our needs, with the flexibility to test and refine each solution before it goes live." The partnership is also aimed at maintaining compliance and consistent service as customer contact volumes increase. Kastle's AI agents are built for consumer lending workflows and use what the company calls Safe Execution Procedures (SEPs) to complete complex, multistep mortgage transactions consistently. Its Compliance Engine incorporates regulatory requirements into the execution layer, which Kastle said is designed to provide consistent service across customer interactions regardless of the time of day. Others in the industry have deployed Kastle agents, including Carrington Mortgage Services. Similar initiatives exist outside of Kastle. In February, Longbridge Financial launched AI-powered voice agents developed by an outside technology partner to handle routine reverse mortgage servicing tasks. "New American Funding understands that the winners in this next chapter will be the lenders who deeply embrace AI without compromising on compliance or control to better support their customers," Rishi Choudhary, co-founder and CEO of Kastle, said in a statement. "We're proud to be the partner they're building that future with."

Carrington partners with Kastle to deploy AI agents. Deployment targets contact center volume, quality control and faster handle times across government and conventional loan portfolios Article Summary. Carrington Mortgage Services selected Kastle as its enterprise AI agent partner. The rollout adds autonomous servicing and collections agents plus agent assistance tools to improve borrower support and efficiency. AI Summary Carrington Mortgage Services announced Wednesday a key step in expanding its artificial intelligence strategy, selecting Kastle as its enterprise AI agent partner to automate servicing workflows and enhance borrower support. The partnership will bring Kastle's AI agents into Carrington's contact center and borrower-facing servicing operations, where the technology will handle high-volume interactions and provide quality control coverage across customer conversations. Carrington said the partnership is part of a broader effort to modernize its technology infrastructure across government and conventional loan servicing portfolios. The company is implementing two layers of Kastle's AI platform: autonomous customer service and collections agents designed to resolve borrower interactions without human intervention; and agent-assist tools intended to support contact center employees by reducing handle times and improving performance. "Kastle stood out because they are specialized in the mortgage servicing space, and have received strong positive feedback from clients already using their solution," Elizabeth Balce, executive vice president of loan servicing at Carrington Mortgage Services, said in a statement. "We needed a partner with both proven performance and deep domain expertise at scale." Balce said Carrington views artificial intelligence as a key component of its servicing strategy, helping reduce manual processes while allowing employees to better support borrowers. The partnership comes as mortgage servicers increasingly explore artificial intelligence tools to improve operational efficiency, customer engagement and compliance oversight. "Carrington is setting the standard for what AI-native mortgage servicing should look like at scale," Rishi Choudhary, co-founder and CEO of Kastle, said in a statement. "We're proud to support an operating model that combines Carrington's expertise in consumer loan servicing with enterprise-grade AI infrastructure built for the regulatory and operational realities of U.S. mortgage servicing." Carrington said the deployment will support its ongoing efforts to create a more automated and technology-driven servicing model.