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Steve Jobs once said, "Customers don't measure you based on
how hard you tried—they measure you on what you deliver." It's
not a bad mantra for any business. However, it's particularly true
for mortgage servicers, who help families preserve what is likely
the most expensive asset they own—their homes.
Every servicer wants to deliver a great
experience for its borrowers. But right now,
there is plenty getting in the way of this
goal. Millions of borrowers still need help
making mortgage payments in the wake of the
COVID-19 crisis, while millions more are still
looking to refinance their loans or take cash
out of their homes. At the same time, servicers
face an ever-increasing number of rules and
regulations—and a Consumer Financial
Protection Bureau that is currently on the
lookout for servicers that run afoul of them.
In such an environment, delivering a great
customer experience has become more challenging
than ever. But there are ways that servicers can do
it—beginning with empowering their call centers
and associates with technology that ensures every
borrower interaction is a positive one.
Feature By: Steve Staid
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.
