Quality Control & Risk Management

Pandemic Underscores Need for Stellar Customer Service in Loan Servicing By Michael Steer, MQMR

Mortgage transactions don’t end at the closing table, and neither does the lender’s ability to serve the homeowner. Customer service has become an integral component of loan servicing and directly reflects on the lender, whether servicing is done via a third-party vendor or in-house. Recent challenges presented by the COVID-19 pandemic not only reinforce this but have also placed a spotlight on customer service.

The MORTGAGE BANKER Magazine

16

September 2020