Maximizing the Role of Self-Service Customer Channels in Mortgage Servicing
by Susan Petlick on Jul 14, 2021 9:14:40 PM
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 …
Mortgage Servicers: The Importance of Engaging Low Maintenance Customers
by Susan Petlick on Jul 8, 2021 10:30:37 AM
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 ( …
How The Pandemic Created Unforeseen Challenges across the Mortgage Servicing Industry
by Susan Petlick on Jun 30, 2021 9:51:08 PM
On July 21st, J.D. Power will publish the results of the J.D. Power 2021 U.S. Primary Mortgage Servicer Satisfaction StudySM. This year’s study shows how the pandemic created unforeseen challenges across the mortgage servicing industry. With respect to the myriad of government-mandate …