Jesse Decker joined Sagent, a fintech software company for mortgage servicing modernization, as head of customer success just as millions of pandemic-impacted borrowers deluged lenders with hardship requests. Her role on the front lines helping banks and lenders navigate this environment positioned her to both redirect and accelerate the company’s product roadmaps. The result has been delivering, in just months, borrower self-serve for hardships while also enabling instant human advice at any point in the process. After pioneering mortgage originations modernization as head of customer success for two of the industry’s top fintech firms, Decker is now bringing that same consumer-first modernization to the servicing industry. Decker leads with this mantra: If originators are the finders of loan customers, servicers must be the keepers of customers. To Decker, this means servicers must provide the tools for homeowners to manage their entire homeownership lifecycle from their phone, plus engage consumers with smart human advice whenever they want. Because of this goal, Decker is now attempting to position servicing technology as the future of banking and lending – saying it powers the lifetime customer relationship, and may one day be the single system for originations and servicing. As the pandemic accelerated lender needs to integrate these capabilities, Decker understands bank/lender strategy, customer experience and software solutions to get it done.
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