Origination technology support
Available live phone and chat support:
M - F from 5:00 a.m. to 5:00 p.m. PST
Encompass Sales
888.955.9100
925.227.7768 (for Brokers)
Encompass Support
800.777.1718
Encompass CRM Sales
888.955.9100
Encompass CRM Support
877.437.9100
Resource Center Log In
Additional origination technology support
Standard hours of operation for application, technical and operational issues:
M – F from 8:00 a.m. – 6:00 p.m. ET
ICE Fee Services (Ernst)
1-800-905-0939
Servicing.support@bkfs.com
Expedite Close
1-800-905-0939
expeditesupport@ice.com
DocVerify
docverifysupport@ice.com
Surefire
surefiresupport@ice.com
LoanCatcher
loancatchersupport@ice.com
Origination technologies support
Servicing technologies support
Standard hours of operation for application, technical and operational issues:
M – F from 8:00 a.m. – 8:00 p.m. ET
Support is available 24 hours a day, 7 days a week for production critical severity issues with the exception of Thanksgiving Day and Christmas Day (on these two days, support is available via on-call support).
904.854.3100
Servicing.Support@bkfs.com
Servicing technologies support
Data & analytics support
Standard hours of operation for application, technical and operational issues:
M - F from 9:00 a.m. – 8:00 p.m. ET
877.436.3282, Opt. 1
DNACustomerCare@bkfs.com
AFT
415.955.8730
AFTSupport@bkfs.com
McDash
415.394.2800
McDash_Support@bkfs.com
eMBS
813.971.8982 x1
embs_support@bkfs.com
Title
877.747.2537
DNACustomerCare@bkfs.com
Interchange client services support
Standard client support hours:
M – F from 8:00 a.m. – 5:00 p.m. ET
904.854.3250
InterChangeServices.Support@bkfs.com
Interchange client services support
Customer support
Customer Support services and resources:
- Available live phone and chat support: Monday-Friday, 5:00 a.m. to 5:00 p.m. (PST)
- Available after-hours critical support: Help when you need it
- Resource Centers: 24x7 access to self-help information and tools, including our extensive knowledge base, documentation and video tutorials
- Status Center: Check the current status of ICE Mortgage Technology services, and get updates on system maintenance
- ICE Mortgage Technology Academy: Access a vast library of educational and training material designed to better enable all roles within your organization to effectively use our solutions
Premier services
Help maximize the return on your ICE Mortgage Technology investment by selecting Premier Services. In addition to all Customer Support services, Premier Services clients have access to the expertise of a designated Premier Services Engineer (PSE) and exclusive tools designed for the needs of larger or more complex operations.
Features of Premier Services include:
- Access to designated PSE and the Premier Services team
- Advance updates on upcoming product releases, regulatory or API changes, and testing opportunities
- Most aggressive Service Level Targets (SLT) for support case response
- Exclusive admin tools designed for larger or more complex operations
- System scalability best practices guidance and recommendations
- Real-time system monitoring to identify pervasive workflow issues
- Weekly technical business review sessions