Adam Constantine on MLK Jr.’s impact on housing equality

During the interview, Constantine explains why the industry needs to focus on evoking intentional change rather than launching lackluster initiatives.

Navigating capacity concerns amidst record-high volumes

High loan volumes continues to loom large in the new year, making the “one-stop-shop” approach to the servicing and lending process even more appealing.

How servicers continue to protect neighborhoods amid COVID

We spoke with MCS CEO Caroline Reaves about self-service technology, the shift to virtual and how servicers can prepare for post-COVID success by improving processes today.

How student loan debt impact homeownership

Student loan expert Catalina Kaiyoorawongs shares her practical and tangible advice for people who feel overwhelmed by their student loan debt.


2020 HW Tech Trendsetters: Jesse Decker

Sagent Lending, Executive Vice President of Customer Success

Jesse Decker, Executive Vice President of Customer Success, Sagent Lending

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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