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64 been institutionalized across the mortgage servicing industry. RMBS servicers agreed that while natural disaster frequency has increased, the impact to their portfolios has so far been minimal. "Servicers indicated that they expect the eMortgage trend to continue as loan originators drive the demand for eMortgages," Fitch stated. "Robotics is a technology viewed by servicers that can eliminate redundant processing, although the cost of implementation may be prohibitive, requiring a cost-benefit analysis prior to implementation." Servicing also faces numerous challenges that can be mitigated by tech in the aftermath of a natural disaster. Many of these issues stem from the length of the processes involved and the amount of information needed, Johnson noted. "Various technologies can streamline post-disaster servicing processes, provide resolutions quickly, and allow servicers to offer better customer-care during an extremely stressful time—especially for customers facing the hardship of default." According to Jane Mason, disasters, as tragic as they are, can be a time for advancement. "Technology needs to help reduce risk for servicers, as well as their borrowers and investors," Mason said. "Consider implementing technologies that can seamlessly take the customer from onboarding through each phase of servicing, including loss mitigation—with no gaps. Such capabilities are valuable for servicing in general but even more important when evaluating an uncontrollable event such as a natural disaster." New technology is already making disaster response easier, as servicers are able to react quicker and more efficiently. Of course, the benefits of advancing tech are not just limited to disaster prep and recovery. Before disaster strikes, predictive analytics can forecast risks of default and possible losses, giving the customer the assistance they need faster and far more efficiently. Johnson explains that a rules-based technology platform married with digital photography streamlines the whole valuation process, giving hundreds or even thousands of valuations within days, but how does it work? "A rules-based technology system will identify the damage through digital photos and create a cost estimate of damage — including cost of repairs—based on ZIP code," Johnson said. "is is done by reading images and connecting them to data. is type of rules-based valuation platform processes each post-disaster property within minutes once the digital photos are uploaded." TRAINING THE FUTURE With new tech in place, the next generation of servicers needs to have the know-how to effectively manage the digital future. Clients and customers will be the most important part of the conversation, as they will feel the immediate impact of emerging tech. How are tech professionals training their teams to stay on top of change, and what part does the customer play? "e idea of 'training' really isn't just a linear training program," Johnson said. "Instead, we look at employees, clients, customers, technology, and solutions as one continuous conversation. e ultimate objective is that clients are the most important part of this conversation, but all the other audiences contribute to customer service." Johnson goes on to note that constant feedback from servicing clients and employees is vital to the technology integration process, and new generations are increasingly tech- savvy enough to give reliable feedback on self-servicing. "Fintech is a tool to sustain customer satisfaction and retention. rough retention comes growth," Johnson adds. "rough growth, there is profitability." Seth Welborn is a Reporter for DS News and MReport. A graduate of Harding University, he has covered numerous topics across the real estate and default servicing industries. Additionally, he has written B2B marketing copy for Dallas-based companies such as AT&T. An East Texas Native, he also works part-time as a photographer. "Whereas, 10 years ago, a fully vetted identity might have been worth around a single dollar, now, depending on credit worthiness, identities may be worth something in the hundreds of dollars range. You could effectively be sitting on $1 million worth of target for a criminal." —Bruce Phillips, SVP & Chief Information Security Officer, WEST