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SIMPLIFYING THE CUSTOMER EXPERIENCE

SIMPLIFYING THE CUSTOMER EXPERIENCE

National General
Published by: Research Desk Released: Dec 05, 2019

In today’s fast-paced mortgage industry, customers expect immediate, accurate responses and access to a variety of technology-based options to interact with their servicer. Most servicers outsource the complex process of property insurance tracking to an insurance tracking provider (“provider”) with the technology and infrastructure to more effectively manage it. To the customer, there is no distinction for services that are performed in-house or that are outsourced. To them, they are simply interacting with their servicer. This makes it imperative that a provider represent the servicer well and always support their goal of efficient, productive and positive customer interactions. It’s crucial that a servicer employ a provider that has technology and processes that focus on usage simplification and maximizing the customer experience.