Every servicer wants to deliver a great experience for its borrowers. But right now, there is plenty getting in the way of this goal. Millions of borrowers still need help making mortgage payments in the wake of the COVID-19 crisis, while millions ore are still looking to refinance their loans or take cash out of their homes. At the same time, servicers face an ever-increasing number of rules and regulations. In such an environment, delivering a great customer experience has become more challenging than ever. Step one is empowering call centers and associates with technology that ensures every borrower interaction is a positive one.
