DSNews delivers stories, ideas, links, companies, people, events, and videos impacting the mortgage default servicing industry.
Issue link: http://digital.dsnews.com/i/1367266
21 THE TOP 10 SUBSERVICER YOU'LL WANT TO GET TO KNOW How did TMS Subservicing become one of the nation's Top 10 subservicers? After years as an originator, they took everything they learned and spent most of the last decade perfecting the servicing experience. ey started by focusing on improving the little things, the things that really matter, then achieving some impressive statistics including: » 90% first-call resolution » Under 5% abandonment rate » 98% customer satisfaction » 500,000-plus borrowers Of course, those are just the numbers. e real story is how TMS Subservicing got there. Like you, they don't want people waiting around on the phone. ey know resolving issues quickly is not only good for their business, but also for yours as well. at's why they assign each lender with a single point of contact. If you have an issue, it's handled quickly by someone you know. After leaving originations behind, they've been totally focused on subservicing. TMS Subservicing knows what makes you and your customers happy, as well as what makes your portfolio perform. e mantra at TMS Subservicing has always been to help "Grow Happiness." ey came up with innovative tools, such as the powerful, simple-to-use servicing portal, SIME (Serving In- telligence Made Easy), that gives full transparency and 100% access into your portfolio. ey ensure customer calls are picked up quickly (within 90 seconds, and often much less), and that's why you'll talk to a person live to answer questions and resolve issues to keep abandonment rates low. What this all means today is that you no longer have to settle for the subpar subservicer you have now. FIRST IN FIRST-CALL RESOLUTION To get to the right answers quickly for lenders and their customers, TMS Subservicing has put a lot of thought and work into first-call resolu- tion. Research shows that resolving issues on the first call is the single best thing lenders can do to improve customer service. To that end, their customer care team receives more than 220 hours of training. ey refer to each member of their call center as CAREologists because of the incredible care they deliver on each and every call. is has resulted in TMS consistently delivering 90% first-call resolution, including a 12-month average of 89% and 91% in March 2021. It's the kind of result that underscores their success in helping to "Grow Happiness." BE IN THE KNOW To do your job at optimal levels, you need critical information to act on customer mat- ters, and you need it now. SIME allows you to proactively monitor borrower payment trends and help them stay current. It also helps you look for refinance opportunities, lower your delinquencies, and maximize your revenue. In many ways, the award-winning SIME portal makes it easy to manage your portfolio: » View customizable dashboards and hundreds of reports 24/7 » Access loan-level detail or the raw data at the click of a button » Listen to customer-call recordings on demand PUTTING SERVICE BACK INTO SUBSERVICING Compare TMS Subservicing to your current subservicer, or any other subservicer. ey have Freddie, Fannie, Ginnie, Fitch Rating, FNMA Star, conventional loans, FHA loans, VA loans, and more, plus they deliver it all with exceptional service. And their most recent customer satisfac- tion rating of 98% proves that out. Partner with TMS Subservicing. SPONSORED CONTENT "Servicing is the beginning of sales cycle two. We wanted a subservicer that would allow us to stay proactive and in front of our customers. With SIME technology, it's easy. There was no other subservicer than TMS Subservicing that put us in the game of sales cycle two." —Eddy Perez, CEO, EPM