TMS’ Anthony Forsberg talks servicing, forbearance exits
Today’s HousingWire Daily episode features an interview with Anthony Forsberg, the senior vice president of The Money Source’s mortgage servicing division. Forsberg discusses the options and services TMS is providing to its customers as they exit forbearance plans.
He also explains how digital tools can help teams better communicate with customers and what servicers need to do to improve customer retention.
Here is a small preview of the interview, which has been lightly edited for length and clarity:
Alcynna Lloyd: I really want to know what TMS does to help customers on their forbearance exit journey, so I’d like to focus on your procedures during this tumultuous time. How successful has your company been in navigating the nation’s moratoriums, and also offering customers post-forbearance options?
Anthony Forsberg: We’re making sure we have proactive education, good communication, availability, and finally, a lot of self service options. Our goal at The Money Source is to ensure the customer is given every avenue to succeed when coming out of forbearances. We focus on education with our customers because we want them to know their options, understand their impacts, and make sure they know what’s going on along the way. We made sure to push information through our website, online banners, FAQs, blogs, customer notifications, walkthroughs, and every other possible digital way, to ensure they’re informed.
Although we did everything from an education perspective for our customers, and we tried to give it to them via many avenues, we knew that there still be a lot of questions. We also needed to make ourselves available during this time, so we immediately moved a lot of our employees from other areas that weren’t being utilized at the time.
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Below is the transcription of the interview. These transcriptions, powered by Speechpad, have been lightly edited and may contain small errors from reproduction: