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Analytics

Prepayment Speeds, Escrow Balances and Diet Coke®: Tales from a Servicing Expert

This year marks my twelfth-year teaching the MSR Servicing class for Mortgage Bankers Association’s School of Mortgage Banking II (SOMB II). I wish I ...
happy, engaged group of business people hands raised asking question.
Servicing

Can Technology Fuel Servicing Retention?

When I ask loan servicers, “What is the value to your company of a delighted customer?” they often respond, “What’s a delighted customer?” Joking ...
multicolored arrows pointing to the right with borrower retention on the largest arrow
Strategies

What I Learned About Passion, Purpose and Persistence in Santorini, Greece

In 1982, I saw a movie filmed in Santorini, Greece. The movie wasn’t my favorite — I only saw it once. What stayed with ...
coastline and village in Santorini, Greece
Strategies

Translating the Customer Experience Vision From Leadership to Loan Officer

I often talk to leaders in the mortgage industry about their customer experience vision and hear things like, “We want customers for life,” or ...
Woman shaking hands across the table with man while three others watch illustrating article Translating Vision From Leadership to LO
Technology

Six Key Takeaways From the 2019 Technology Insight® Study

Steve Ballmer, CEO of Microsoft from 2000 to 2014 and current owner of the Los Angeles Clippers once said that the number one benefit ...
dark background with blocks outlined in light illustrating key takeaways from Technology Insight Study 2019
CX

A Tale of Three Borrowers

Behind every mortgage loan experience are multiple stories. This is a tale of three borrowers and their very different loan origination experiences. All three ...
three houses illustration

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