Sandra Jarish’s ability to transform non-performing borrowers into re-performing borrowers has made Planet Home Lending a legend among the EBO community.
Servicing excellence is Planet’s core competency, it’s just one reason Planet, a servicer and sub-servicer, is renowned for making high-touch customer service cost-effective. Whether it’s getting a borrower to re-perform, resolving a customer issue or mitigating a loss, Planet works as a cohesive, empowered team, as inclusion and engagement are critical components of their work environment.
Under Jarish’s guidance as president, Planet has earned its issuer authority under Ginnie Mae based on its positive servicing track record.
In order to do this, Jarish built a best-in-class operation by adapting technology to deliver deep insight to investors and single-point-of-contact loss mitigation to customers. Using Planet’s digital loss mitigation system, borrowers apply online, submit docs, track progress and see retention options. Data flows into a performance system monitoring timeline slippage and identifying guideline exceptions that could reduce losses.
Jarish’s special servicing system gives private clients anytime views into portfolios and integrated data on deliveries by seller, liquidations, cash flow, delinquencies, roll rate trending, loss mitigation, bankruptcy, REO and foreclosure.
Jarish’s team has been so successful at getting loans to reperform via modification, repayment, and reinstatement that in 2019, the team posted a 42% reinstatement rate, of which 54% were not loan modifications.
What has been your secret to success?
“Transparency and open communication with each other and our clients are the secrets to Planet’s success. We share performance data, reporting and analyses. We encourage everyone to question our tactics and processes and identify what works and what doesn’t.”