The online broker raised $1 billion to prop itself up. Overcoming customer anger may be harder.
— NYT: Top Stories
Tag: Customers
“Letters” Film Showcases How FAR’s People-Focused Approach is Making Retirement Work for Customers and Inspires First Major Television Spot
SAN DIEGO–(BUSINESS WIRE)–Finance of America Reverse LLC (“FAR”), one of the largest reverse mortgage lenders in the U.S. and a leading provider of retirement solutions, announced today the launch of the “Letters” film and accompanying marketing campaign, created to bring its corporate culture and purpose to life through the words of its customers. The initiative underscores FAR’s customer-first approach to providing financial flexibility in retirement and builds on its longstanding principle that a reverse mortgage should be considered as part of a holistic, customized retirement strategy for qualified borrowers, not a one-off financial decision.
“Letters” is a heartfelt montage of FAR borrowers sharing personal stories from their homes about how FAR’s proprietary HomeSafe® reverse mortgages impacted their lives and provided them with the flexibility to meet their unique retirement goals. Originally captured as part of a short film to inspire FAR employees and illustrate the impact that their work has in the world, the customer testimonials demonstrate how FAR is fulfilling its purpose of helping people get to work on retirement. The stories range from generating a new source of income to help pay for the needed care of a sick loved one to using the funds to update a family home so they can safely age-in-place. This campaign features a variety of creative assets and visual storytelling that support the customer’s unique experiences. The creative assets include a short film, individual profiles, portraiture photography, and blog posts that will be distributed as a major television spot, ads on YouTube, social media posts and other digital platforms.
“When we debuted Letters for employees at our annual President’s Retreat, there were not a lot of dry eyes in the room,” said Ashley Honore Smith, FAR Head of Marketing. “Our mission may sound lofty, but we are living it every day. The film started as a labor of love to motivate our employees and show them the tremendous difference they’re making in the lives of our customers. Now, we hope this campaign resonates as it reveals that reverse is a forward thinking, contemporary retirement strategy.”
The campaign features the moving stories of real FAR customers like Dennie and her husband Hassan, who aspired to retire early and used HomeSafe to help accomplish that goal. “We did some research, reading recommendations and looking at reviews for reputable companies, and FAR stood out,” said Dennie, who turned to FAR for its top-quality customer service and ability to provide a tailored, flexible solution that met their retirement goals. “Everyone we worked with at FAR was knowledgeable, positive and very friendly. Our reverse mortgage is working just as promised – giving us extra money each month to do the things we love – and, best of all, peace of mind knowing we can live in our home as long as we desire.”
It also features the story of Ann, who wanted to remain in the home that had been in her family for generations. However, she was concerned that remodeling her house to safely age-in-place was cost prohibitive and needed a solution to address her long-term care needs. By working with FAR, Ann was able to update her home, received top-quality customer service and support throughout the process and even had funds left over to meet other retirement goals.
“Even though you were thousands of miles away, you were with me every step of the way by phone, email and certified mail,” said Ann. “I was able to remodel the kitchen, bedrooms, redo the floors, update plumbing and electric and I paid off my old mortgage and debt.”
“One of our top priorities at FAR is improving the customer experience and educating the market about how reverse mortgages have evolved. The introduction of new proprietary products has provided more options for retirees to create stability in retirement,” said Kristen Sieffert, President of FAR. “These testimonials shine a light on just how much progress we’ve made as a company and an industry to change perceptions and demonstrate the value that reverse mortgages can bring to people as they plan for and live their retirements. One of the greatest moments in our business is when we hear directly from customers who are not only satisfied, but also willing to share their personal experiences with others.”
The Letters campaign builds on the success of the Introducing HomeSafe campaign, FAR’s first major consumer campaign, which also featured interviews with proprietary reverse mortgage borrowers and has received more than 30 million targeted views to date.
About Finance of America Reverse LLC (FAR)
As a retirement solutions company, Finance of America Reverse is committed to empowering people with the tools they need to achieve financial independence and get to work on retirement. Through its team of Licensed Loan Officers and network of professional and wholesale partners, Finance of America Reverse offers products and services designed to help older Americans include home equity in their retirement plans. The company is licensed nationally and is a proud member of the National Reverse Mortgage Lenders Association (NRMLA). For more information, please visit www.fareverse.com or find us on Facebook, LinkedIn or Twitter.
This material is not from HUD or FHA and has not been approved by HUD or any government agency.
When the loan is due and payable, some or all of the equity in the property that is the subject of the reverse mortgage no longer belongs to borrowers, who may need to sell the home or otherwise repay the loan with interest from other proceeds. FAR may charge an origination fee, mortgage insurance premium, closing costs and servicing fees (added to the balance of the loan). The balance of the loan grows over time and FAR charges interest on the balance. Borrowers are responsible for paying property taxes, homeowner’s insurance, maintenance, and related taxes (which may be substantial). We do not establish an escrow account for disbursements of these payments. Borrowers must occupy home as their primary residence and pay for ongoing maintenance; otherwise the loan becomes due and payable. The loan also becomes due and payable (and the property may be subject to a tax lien, other encumbrance, or foreclosure) when the last borrower, or eligible non-borrowing surviving spouse, dies, sells the home, permanently moves out, defaults on taxes, insurance payments, or maintenance, or does not otherwise comply with the loan terms. Interest is not tax-deductible until the loan is partially or fully repaid.
Finance of America Reverse LLC NMLS #2285 (www.nmlsconsumeraccess.org); Corporate Office: 8023 East 63rd Place, Suite 700, Tulsa, OK 74133; Arizona Mortgage Bankers License #0921300, Mortgage Bankers Branch License #0117862 – 625 West Southern Ave., Suite E171, Mesa AZ 85210; Licensed by the California Department of Business Oversight under the California Residential Mortgage Lending Act ; Licensed under the California Department of Business Oversight under the California Finance Lenders Law; Colorado: To check the status of your Colorado loan originator, visit http://www.dora.state.co.us/real-estate/index.htm; Georgia Residential Mortgage Licensee #23647, 8023 East 63rd Place, Suite 700, Tulsa, OK 74133; Illinois Residential Mortgage License #MB6759657; Kansas Licensed Mortgage Company #MC0002210; Massachusetts Lender/Broker License MC2285: Finance of America Reverse LLC; Licensed by the Mississippi Department of Banking and Consumer Finance; Licensed by the Missouri Division of Finance as a Mortgage Broker, 1201 Walnut, Suite 975, Kansas City, MO 64106; Licensed Mortgage Banker – NYS Department of Financial Services, 888 Veterans Memorial Highway, Suite 300, Hauppauge, NY 11788. Finance of America Reverse LLC is known as FAReverse LLC in NY in lieu of true name Finance of America Reverse LLC. Licensed by the New Hampshire Banking Department; Oregon License #ML-4805; Nevada Mortgage Banker License #4297. 2300 West Sahara Ave, Ste 800, #835, Las Vegas, NV 89102, 702-592-6538; Licensed by the New Jersey Department of Banking and Insurance; Licensed by the Pennsylvania Department of Banking; Rhode Island Licensed Lender; Licensed By the Virginia State Corporation Commission #MC-5413; Washington Consumer Loan Company License #50202. Also conduct business in AL, AR, CT, FL, HI, ID, IN, KY, LA, ME, MD, MI, NE, NM, NC, OH, OK, PR, SC, TN, TX, UT, VT, WV, WI, and WY. Not all products and options are available in all states. Terms subject to change without notice. ©2018 Finance of America Reverse LLC. All Rights Reserved. EQUAL HOUSING LENDER.
Contacts
Media:
Caleb Barnhart
Sloane & Company
The Joint Collaboration Allows ZenFi Networks’ Customers to Leverage Telia Carrier’s #1 Global IP Backbone for Enhanced Deployment Speed, Network Uptime, Resilience and Scalability
STOCKHOLM AND NEW YORK–(BUSINESS WIRE)–Telia Carrier and ZenFi Networks today announced a strategic partnership to deliver enhanced backbone connectivity to wholesale and enterprise customers throughout the New York and New Jersey metro region.
The partnership enables ZenFi Networks to offer expanded digital capabilities across its dense footprint through seamless and cost-efficient connections to all major cloud providers through Telia Carrier’s #1 ranked global IP backbone. The collaboration enhances ZenFi Networks’ footprint outside of the New York City and New Jersey metro region, empowering customers to expand their reach to more than 300 Points of Presence in 120 global markets. The partnership also gives Telia Carrier access to ZenFi Networks’ expansive fiber footprint, spanning more than 1,100 route miles, to provide diverse access to enterprise destinations across New York and New Jersey, a market with one of the world’s densest concentrations of commercial business.
“Like Telia Carrier, ZenFi Networks is focused on the customer experience,” said Rob Pulkownik, Telia Carrier’s Head of Channel Sales. “We’ve found that the core values of the two companies are in alignment. Both organizations focus on the customer with rapid delivery, collaboration and transparency as guiding principles. The complementary nature of ZenFi Networks’ metro NYC footprint and Telia Carrier’s #1 Global IP backbone adds up to a consistently positive experience for our shared customer base.”
“We have had a long-standing relationship with Telia Carrier and are excited for the evolution of our partnership. Our mutual customer-centric values create a collaboration that better serves our customers,” said Walter Cannon, Vice President of Business Development at ZenFi Networks. “Telia Carrier’s expanded global reach compliments ZenFi Networks’ ability to offer enhanced solutions and services to our channel partners, our wholesale customers, and enterprise businesses within and beyond our regional footprint.”
The collaboration leverages both firms’ technology and infrastructure to ensure quick deployments, to increase scalability and reduce downtime while delivering unique diversity and high levels of resilience for an extremely dependable network experience.
About Telia Carrier
Telia Carrier solves global connectivity challenges for multinational enterprises whose businesses rely on digital infrastructure. On top of the world’s #1 ranked IP backbone and a unique ecosystem of cloud and network service providers, we provide an award-winning customer experience to customers in 120 countries worldwide. Our global Internet services connect more than 700 cloud, security and content providers with low latency. For further resilience, our private Cloud Connect service connects directly to Amazon Web Services, Microsoft Azure, Google Cloud, IBM Cloud and Oracle cloud across North America, Europe, and Asia. Discover more at teliacarrier.com, and follow us on LinkedIn and Twitter.
About ZenFi Networks
ZenFi Networks is an innovative communications infrastructure company focused on enabling fiber optic network, network edge colocation and wireless siting solutions in the NY-NJ metro region. As the area’s most experienced communications infrastructure builders, ZenFi Networks has an unparalleled reputation for efficiently architecting and delivering solutions that enable Mobile Network Operators, Wholesale Telecommunications Providers and Large Enterprise clients. With its purpose-built C-RAN infrastructure, ZenFi Networks is at the forefront of network architecture innovation and a critical part of the mobile and wholesale telecommunications ecosystems in one of the biggest, most important markets in the world. For more information, please visit: www.zenfi.com.
Contacts
Media contact for Telia Carrier:
Jeannette Bitz
Engage PR
+1 510.295.4972
Media Contact for ZenFi Networks:
Ilissa Miller
iMiller Public Relations
Tel: +1 866 307 2510
Mercury’s home inspection app minimizes health risks by eliminating the need for outsiders to make an in-person home visit
LOS ANGELES–(BUSINESS WIRE)–Today, Mercury Insurance announced that the company is offering New York and New Jersey homeowners policyholders DIY inspection services using an advanced Artificial Intelligence (AI) assistant. Created by Flyreel, the app guides homeowners through a self-inspection of their property and gives them the option for a contactless experience, helping policyholders maintain their physical distance from those outside of the household during the COVID-19 pandemic. The AI assistant is available to download as a mobile app from the Apple App Store and Google Play.
“We do so much with smartphones now that giving our insureds the ability to use photos and video to capture and verify the characteristics of their property made so much sense,” said Holly Sacks, Mercury Insurance portfolio underwriter. “The AI in our app is top-class, making it super simple to complete a self-inspection. The step-by-step instructions are easy to follow and fun to use!”
New Mercury homeowner policyholders will be emailed a link to download the app and activate it. Then, they can complete the self-inspection at their leisure with no appointment needed. The virtual inspection is conducted with state-of-the-art AI, high fidelity video and a conversation feature to streamline the experience while capturing everything Mercury needs to accurately underwrite a policy. It also helps catalog belongings and building materials in the event the customer needs to file a claim. On average, the self-inspection process takes less than 30 minutes.
Flyreel, Mercury’s home inspection app technology partner, is the pioneer in developing advanced AI to help insurance providers protect policyholders and their property using AI-assisted, self-service inspections.
“We’re grateful for the opportunity to support Mercury Insurance as they push the envelope of innovation, deploying the best of today’s technology to better serve their customers,” said Cole Winans, CEO of Flyreel. “Their relentless commitment to protecting homeowners while delivering an industry-leading customer experience makes us proud to be their partner.”
Visit https://www.mercuryinsurance.com/insurance/homeowners/ to learn more about Mercury’s products and services.
About Mercury Insurance
Mercury Insurance (MCY) is a multiple-line insurance organization predominantly offering personal automobile, homeowners and business insurance through a network of independent agents in Arizona, California, Florida, Georgia, Illinois, Nevada, New Jersey, New York, Oklahoma, Texas and Virginia. Since 1962, Mercury has specialized in offering quality insurance at affordable prices. For more information, visit www.mercuryinsurance.com or Facebook and follow the company on Twitter.
About Flyreel
Flyreel provides Total Property UnderstandingTM for underwriting, loss control and claims. Flyreel’s advanced AI assistant guides users through fully configurable workflows. As users scan their property with their smartphone camera, Flyreel’s proprietary computer vision technology automatically documents critical property data like hazards, risks, features, materials and more. Flyreel’s AI Assistant can “react and respond” to data collected by the policyholder, adapting and customizing conversational workflows based on the unique attributes that it “sees” in near real-time. To learn more about Flyreel, visit https://www.flyreel.co/.
Contacts
PCG – Kyle Reuter (424) 903-3657
kreuter@pacificcommunicationsgroup.com
Flyreel, Inc. – Alyson Austin (949) 403-0484
New Jersey Motor Vehicle Commission (MVC) announced earlier this month that its reopening will occur in
— Provided photo
stages, limiting in-person transactions, and encouraging customers to use NJMVC.com more often.
Amid the COVID-19 crisis, the MVC had forced extended closures of its agencies and inspection stations, with the possibility of reopening dates kept getting postponed.
Now, the phased re-openings, which began Monday, include drop-off and pick-up transactions at designated Licensing and also Vehicle Centers that are processing and validating driving permits from driving and high schools; also processing license plates, registrations and title work from dealers.
“With the phased reopening of the Motor Vehicle Commission, we’re passing another important milestone on the road back,” said N.J. Gov. Phil Murphy.
“The MVC is implementing smart, innovative plans to safely deliver motor vehicle services to New Jerseyans as we continue to fight against COVID-19,” he said.
These reopening of the MVC services will proceed in a way that safeguards public health and safety, bringing many changes and improved efficiencies to the Commission operations.
Going forward, around June 29, the MVC will also possibly allow road tests, issue new licenses and permits, and maybe also conduct out-of-state transactions such as transfers and private sales registrations, also on a limited basis to avoid overcrowding.
“The old MVC crowded a lot of people into a lot of small spaces. We can’t operate like that in a COVID-19 world,” said Chief Administrator Sue Fulton.
“Our reopening plan re-imagines MVC workflows, with streamlined processes to clear the backlog and ensure that you spend as little time as possible at MVC,” she said.
The MVC also requires all customers and employees to wear a face masks at its facilities, and if they cannot do so, there will be other arrangements for their transactions.
“We have more innovations coming to speed our service, while keeping our customers and employees safe,” Fulton stated. “We look forward to sharing further plans as they are finalized.”
Several New Jersey residents have been waiting to service their vehicles at the New Jersey Motor Vehicle Commission (NJMVC) since mid-March, but to no avail. 
While most of the in-person services have been suspended due the COVID-19 Pandemic, many online ones such as vehicle registration renewal and address changes, are still accessible.
However, there is hope that in about 10 days from today, on May 11, the agencies, road testing, and inspections facilities will re-open to the general public.
“The closures are part of the Murphy Administration’s ongoing efforts to mitigate the spread of COVID-19,” announced NJMVC Chief Administrator Sue Fulton, last week.
In addition to expanding online services, the Commission is continuing other essential operations, including measures to support commercial trucking to keep the supply chain moving during the COVID-19 pandemic.
Drivers can process most renewals of driver licenses, non-driver IDs, registrations; customers’ changes of address, and paying fees online at www.NJMVC.gov. For the first time, this includes processing/renewing some commercial registrations. 
Those who have suspended licenses can seek to get them restored, if eligible, using email instead of phone or in-person interactions with email address suspension.info@mvc.nj.gov.
“As Gov. Murphy reminds us, public gatherings represent a threat to all of us, as New Jersey works to flatten the curve in this global pandemic,” Fulton said.
“The volume of customers that typically visit our agencies would risk the health of our customers and employees alike. We will continue to strive to make as many services available online as possible.”
Fulton has adjusted the extensions for the NJMVC services twice before, starting March 16
Customers should check www.NJMVC.gov for the latest information and updates.