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D E C E M B E R 2 0 2 1 | C O N T E N T S | D S N E W S . C O M
In This Issue
The Exchange
10 Mike Rawls
CEO, Xome
Cover Story
54
As we approach the dawn of a
new year, DS News speaks with
industry experts to examine
the challenges 2021 presented
and where mortgage servicing
is headed in a post-pandemic
environment.
By Phil Britt
FEATURE
60
Industry Veterans
Urge Caution for FHA
In this exclusive op-ed,
industry/government
veterans Brian D.
Montgomery and
Keith Becker make
the case that FHA
should resist the urge to
reduce premiums while
economic uncertainties
and the fate of serious
delinquencies remain.
By Brian D. Montgomery
and Keith Becker
FEATURE
62
Empowering Call
Centers in the
Digital Age
Delivering a great
customer experience
has become more
challenging than
ever. Step No. 1 is
empowering call
centers and associates
with technology that
ensures every borrower
interaction is a positive
one.
By Steve Staid
FEATURE
66
A Ticking
Timebomb
While flood damage is
estimated to increase
by 61% over the next
30 years, rates of flood
insurance coverage lag
behind—a mounting
threat for property
owners.
By Natascha DeVries
FEATURE
70
The Home
Insurance Forecast
As extreme weather
becomes the norm,
home insurance may
become increasingly
unaffordable—or
simply unattainable for
homeowners in some
regions.
By Ben Madick
FEATURE
74
A Keen Eye
It's critical to correctly
value distressed assets
as they come out of
foreclosure.
By Ken Dicks
CHARTING A COURSE
