Miguel Bain joined Homepoint in August 2020, taking on the role of managing director of Portfolio Retention. Since joining the company, Bain has been keenly focused on mitigating portfolio runoff and bolstering loan recapture, which requires creativity and strategic thinking. Bain has led the charge on a multitude of IVR adjustments, resulting in a better customer experience as well as a way to accurately flag customers who would benefit from an interest rate reduction.
These adjustments have enhanced Homepoint’s ability to field more customer calls and have led to a 10 percentage point increase in the company’s handled call metric. As a senior leader, Bain makes sure that his actions are aligned with the company’s overarching goals and understands the importance of flexibility to keep up with the ever-changing needs of his customers and the business.
What is the best piece of advice you have ever received?
“My dad once told me that no matter what secular path I pursued, I should handle my business as if I own the company. That mindset translates to being accountable, taking a vested interest in the firm’s success, and making sound, pragmatic decisions. I’ve reflected on that advice early and often throughout my career.”
Managing Director, Portfolio Retention