A changing economic landscape is driving mortgage lenders to reassess their business strategies. With the writing of a large volume of quality new loans becoming an increasing challenge, lenders are placing more emphasis on reducing attrition of their existing portfolio.
This shift in priorities is driving significant changes in sales and operational strategies. Specifically, top performers are differentiating customer treatment throughout the mortgage sales cycle, and exploring the potential to rebalance the internal and outsourced shares of processing and servicing.
This ISG white paper examines how mortgage lenders are refining their sales and operational improvement strategies with respect to mortgage renewals and retentions.