twitter linkedin
facebook google+
Search:

Mortgage News

News by Subject
Complete list of specialty news sections.

Purchase Subscription
Subscribe to MortgageDaily.com and get immediate access to all news, statistics and archives.

Mortgage Advertising
Reach mortgage executives, loan originators and other people tied to mortgage industry.

Consumer Mortgage News
Free mortgage news for prospective borrowers.

Mortgage Newsletter
Free e-mail newsletter with the latest headlines from MortgageDaily.com.

Mortgage News Reprints
Put entire MortgageDaily.com stories in your online or printed newsletter or publication.

Mortgage Feedget RSS code
Condensed MortgageDaily.com stories free on your Web site or for your RSS reader.

News Archives
Archive of MortgageDaily.com stories by month going back to 1999.

Press Releases
Reports and announcements from MortgageDaily.com.

Mortgage Statistics
Data and statistics for real estate finance.

Mortgage Directories
Directories of lenders, branch operators and mortgage service providers.

Mortgage Graphs
Directories of lenders, branch operators and mortgage service providers.

home subscribe advertise reprints e-mail help RSS about us LOG IN

Mortgage News

 

Mortgage News

HOT Topics

production

servicing

compliance

legal

fraud

secondary

jobs

appraisal

site map

www.loan-academy.com/
Mortgage Statistics
Statistics about mortgage originations, servicing, employment and more.


Creating a Positive Customer Experience

Dec. 14, 2018

By ART CASTNER National General Lender Services



Creating an optimal customer experience has become increasingly critical for mortgage servicers as each customer’s business becomes harder to earn and retain. Most servicers outsource the complex process of homeowner insurance tracking and must ensure their insurance tracking and lender-placed insurance provider ("provider") represents them well. Servicers can evaluate how effective a provider will be invdelivering a positive customer experience by confirming that the provider’s offerings contain certain key attributes.

In today's fast-paced environment, customers expect immediate, accurate responses and access to a variety of technology-based options. They expect the ability to snap a picture of a document, communicate via email and text, receive proactive alerts and use voice-activated tools. To meet this demand, providers should deploy mobile-friendly technology that enables insurance documents to be uploaded via smartphone or tablet to quickly provide required evidence of insurance.

Providers have the most direct contact with customers through phone calls, and this is where a provider must excel in their service delivery. Providers with servicing system interfaces that deliver a real-time, single-system solution are best equipped to supply the most current information to customers and keep the servicer’s system of record in sync. Their toll-free phone numbers should utilize effective Interactive Voice Response (IVR) tools, supported by the real-time data, so customers can access information 24/7.

A true focus on first-call resolution by the provider will provide substantial servicer benefits. Proactive calls to the customer’s carrier or agent should be made to verify insurance coverage information while the customer is on the line. This avoids repeat calls by the customer and their agent, leading to a direct lift in customer satisfaction.

Finally, the true measure of a provider’s call center program is to benchmark it against others through external, third-party audits. One leading certification program is BenchmarkPortal’s “Center of Excellence Award.” This certification represents one of the most prestigious awards in the service and support industry, as it analyzes several thousand call centers against the world’s largest database of call center metrics.


About the Writer
Art Castner is the President of National General Lender Services, a full-service insurance tracking and lender-placed insurance provider. National General is a certified Center of Excellence by BenchmarkPortal, one of only five companies nationally to achieve this certification for 12 consecutive years. To learn more, visit www.nationalgeneral.com/lenderservices or call 800.225.8178.


next story

back to current headlines



Logout forgot
password?

SUBSCRIBERS: Edit Subscription | Subscription Help | or call 214.521.1300

Subscribe Contact Us Site Map

Copyright © 2017 Mortgage Daily, D a l l a s
Subsribers Only:

AMC directory

ARM indexes

mortgage company directory

mortgage regulations

net branch directory

p r i c i n g engine directory

wholesale lender directory

More Mortgage News Resources (full site map):

advertising news

appraisal news

bank news

biggest lenders

commercial mortgage news

corporate mortgage news

credit news

FHA news

financial regulation news

foreclosure news

free mortgage news

GSE news

jumbo mortgage news

interest rates

loan modification news

loan originator survey

LOS Newsletter

MBS

mortgage associations

mortgage-backed securities

mortgage books

mortgage brokers

mortgage compliance

mortgage conferences

mortgage directories

mortgage education

mortgage employment

mortgage employment index

mortgage executives

mortgage fraud

mortgage fraud blog

mortgage fraud local news

Mortgage Fraud Index

Mortgage Graveyard

mortgage insurance news

mortgage lawsuits

mortgage leads

mortgage lender ranking

mortgage licenses

mortgage litigation

Mortgage Litigation Index

Mortgage Market Index

mortgage mergers

mortgage news

mortgage politics

mortgage press releases

mortgage production

mortgage public relations

mortgage rates

mortgage servicing

mortgage statistics

mortgage technology

mortgage video

mortgage Webinars

net branch

net branch directory

nonprime news

origination news

originator tools

real estate news

refinance news

reverse mortgage news

sales blog

secondary marketing

social media

servicing news

subprime news

wholesale lenders

wireless mortgage news