Financial Services

Maximizing the Role of Self-Service Customer Channels in Mortgage Servicing

Mortgage servicers faced an influx of customer calls at the onset of the pandemic, creating both operational challenges for servicers and frustratingly long wait times for customers. In response, servicers made a significant effort to steer customers towards self-service channels in p …

Read Story

Wirehouse Wealth Management Firms Struggle to Keep Advisors Satisfied through Pandemic and Beyond

Despite the massive, industry-wide disruption caused by the COVID-19 pandemic, booming financial markets and significant gains in production have boosted overall financial advisor satisfaction this year. But not all advisors are feeling the warm glow of support from their firm. Accord …

Read Story

Mortgage Servicers: The Importance of Engaging Low Maintenance Customers

J.D. Power Primary Mortgage Servicer Satisfaction Study

While mortgage servicers have invested time and resources into assisting the customers most in need over the past 18 months, they should not overlook their low maintenance customers. J.D. Power’s 2021 Primary Mortgage Servicer Study finds that one-fifth of current mortgage customers ( …

Read Story