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Strategies

Operationalizing Mortgage Servicing for the Future

In last month’s article, “Checkmate or Checkpoint? Rethinking the Role of Mortgage Servicing,” we challenged the traditional view of mortgage servicing as a passive, ...
How can mortgage servicers turn strategy into action amid rising digital expectations, regulatory flux, and MSR volatility?
CX

Leverage CX to Grow Mortgage Revenue

Back in my college days, I had the bright idea of cutting my own hair to save money. So, I borrowed my roommate’s clippers ...
Whether it’s your hairline or your bottom line, a little impulsive trimming can do more harm than good if you don’t think a few steps ahead.
Strategies

Rethinking the Role of Mortgage Servicing

For years, servicing has been treated like a pawn on the mortgage lending chessboard—important, but largely seen as a back-office function. In 2025, the ...
Mortgage servicing has moved from the sidelines to center stage, evolving into a queen-like force—versatile, strategic, and capable of driving meaningful advantage.
CX

‘Peak Polling’ of Mortgage Borrowers Creates Costly Blind Spots

I’m married to a professional stylist. This means despite my keen sense of fashion (self-ascribed), she’ll often gently inform me that I’ve bought the ...
A closed loan means you technically “delivered.” But if the journey was confusing, scattered, or slow, the borrower may quietly vow: “Never again.”
Strategies

Navigating Policy Shifts and Profit Pressures

I spend a lot of time in our nation’s capital for various reasons, not the least of which is spending time with my 99-year-old ...
In a market that’s shifting fast on everything from federal policy to tech disruption, this is a pivotal moment for lenders to reassess their strategy.
CX

Flipping the Script on Borrower Retention

Let me start with a confession. Last week at church, a guy walked up to me with a huge grin. “Mike! Great to see ...
What can mortgage servicers do to flip the script on borrower retention?

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