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52 customers in the forbearance programming have engaged us online, about 25% through our voice response units, and then 15% have come through the more traditional channels I mentioned, via one of our associates. It's important for us to be there and to be prepared—to be appropriately staffed and to make sure that we understand the options that are available for the customer, making it easy for them to understand the information, and then make an informed choice. at choice is going to vary based on their individual situation, but it's important for us to make sure that we give them all the information and then assist them with that decision and make sure that they're making a decision that is best for them and their family. is situation was created through the COVID-19 environment, primarily speaking, and so we need to realize that each customer situation is unique, spend the time listening to them, and then take the appropriate action in response to what we know, in providing the customer the different alternatives to help them as they move forward to sustain homeownership. HOME POINT BOTH ORIGINATES AND SERVICES ITS OWN LOANS IN-HOUSE. WHAT ARE THE ADVANTAGES TO SERVICING IN-HOUSE RATHER THAN OUTSOURCING IT TO A THIRD PARTY? WHAT ARE THE CHALLENGES INVOLVED? For us, it is a natural next step in the relationship with the customer. It fits into our focus and priority of creating a "customer for life," programming and working with our brokers and our correspondent lenders as they serve that customer through their origination needs and then transitioning them to us. We want them to have the confidence and to be comfortable in knowing that we'll care for that customer and that we won't sell them and sell that relationship. It creates a long- term opportunity for us—and for them—to serve that customer with their next needs. From the customer's perspective, broker and lender are really one and the same. ey see it as their mortgage company and creating the opportunity to serve their financial needs through their lifecycle is what they're asking for from us. From that perspective, servicing really is a natural next fit. It aligns closely with the Home Point vision of we care and taking care of customers. Some of the challenges can be around understanding the different types of programs, the different types of requirements, what investors expect from us as servicers, and making sure that we're putting the right balance in place in caring for the customer's needs. But also, then understanding that we have to care for the investor's needs as well. at can, in many cases, create a conflict here or there, but we've got to work through those pieces and make sure that we're caring for both sides, still working to keep the customer front and center on that decision. AS YOU TOUCHED ON, MANY BORROWERS DON'T NECESSARILY UNDERSTAND THE DIVISION BETWEEN SERVICERS AND LENDERS. HOW DO YOU COMMUNICATE AND EDUCATE CUSTOMERS ABOUT THOSE ROLES, SO THEY UNDERSTAND WHY HOME POINT HAS CHOSEN TO KEEP IT IN-HOUSE? We absolutely should be very transparent about that action and what type of relationship we have there, so that they understand what's happening with their loan. ey understand who originated it, but they also now understand who's servicing it and who they can contact when they have questions. at full transparency mode is critical to the long-term relationship— establishing that right up front: who originated, who is servicing moving forward, and how they can continue to contact us when they have needs or when they have questions. AS YOU'RE BEGINNING YOUR ROLE AS PRESIDENT OF SERVICING, WHAT ARE THE TOP THREE CHALLENGES OR PAIN POINTS THAT YOU'RE LOOKING TO SOLVE FOR IN THE MONTHS AHEAD? e focus on what I consider to be the two most important constituents in our organization: our customers and our associates. As I think about the areas of emphasis, it really is evolving to meet the "We're going to get through this situation, just as we have in the past. Those that create those forums, if you will, to collect that information, to listen to the customers and the associates, are going to be the ones that'll navigate it most successfully." Cover Story By: David Wharton

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