An Insider’s Look Into How Secondary Marketing Evaluates LOs

In this webinar we’ll explore the long-term financial impacts of renegotiations, extensions and fallouts, plus basic guidelines to be viewed as a professional by your secondary marketing department

HousingWire Annual Virtual Summit

Sessions from HousingWire Annual 2021 are going to be virtually streamed on October 25. Register now for FREE to tune into what housing industry leaders had to say this year!

How servicers can access timely, accurate data insights

Learn how to navigate the challenges in today’s market – for example, the need for ongoing, on-demand access to near-real-time data and the ability to access those data insights in a timely and accurate manner.

Steve Murray on new brokerage models, CFPB crackdowns

Today’s HousingWire Daily features a discussion on the emergence of a new brokerage model and the validity behind the concerns against institutional investors.

MortgageSponsored Content

Take the 800 # customer service challenge

How fast does your subservicer pick up their phone lines and represent your company?

Go on. Call your subservicer. Are they answering in 60 seconds or less? Or, did they leave you on hold for 10, 20, or even 45 minutes?

If your wait time felt like forever, guess what? That’s the exact same type of infuriating situation that you’re putting your customers through.

And worse. They’re telling everyone they know about it, and the person they’ll blame for the terrible service won’t be the servicer. They’ll blame you, the lender, since your customers don’t know your subservicer isn’t you.

To your customers, there’s no “sub” in subservicing.

Customers tell an average of 15 people about a poor service experience, according to the American Express 2017 Customer Service Barometer.

And they’ll likely splatter it across all the social platforms too. Then, with a few rapid-fire negative reviews now online, a complaint to the BBB, you just lost everything you invested in that customer, along with prospective customers.

It’s vital to your customers — and you — that you partner with a subservicer who’s one step ahead of your customer and provides meaningful value to you both.

Great subservicing is about great customer service. And in today’s fast-paced environment, customers don’t just expect great customer service, they demand it.

Fail to deliver great customer service and it could cost you brand loyalty. Approximately 62% of Millennials will switch brands after one bad experience, the NewVoiceMedia Serial Switchers Study in 2015 found.

Make sure you’re picking the right partner. If you’re serious about wanting a subservicer who will value your customers as much as you do, consider this check list. It breaks down everything you and your customers need to build a trusting and lifelong relationship.

tms

Make the call. Put your subservicer to the test. And while you’re on the phone, see if they deliver on this checklist. Don’t risk your customers, past, present and future, by partnering with a subservicer who doesn’t know a thing about great service. At TMS, one of our Core Values is Rock Solid Service, and we strive to deliver on that every single day.

 

 

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