Quality Control & Risk Management
Pandemic Underscores Need for Stellar Customer Service in Loan Servicing By Michael Steer, MQMR
Mortgage transactions donâ€™t end at the closing table, and neither does the lenderâ€™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