Training & Development

The Humanity of Loan Servicing: A Conversation with Star Thomas

At Servicing Solutions, we firmly uphold the belief that loan servicing transcends mere transactional processes such as collections. Our perspective goes beyond the conventional notion of collecting payments; instead, we see loan servicing as an opportunity to cultivate and strengthen relationships. We are committed to humanizing a process that can often be transactional, ensuring that every interaction is handled with compassion. This approach stems from our deep-rooted experience in the industry and our unique ability to connect and empathize with our clients.

The Importance of Proper Training

The foundation of our success lies in the extensive training our team members receive. Proper training not only consists of the technical aspects of the job but should also involve the development of a sense of empathy and understanding of the human experience behind every loan. This philosophy is spearheaded by our Vice President of Employee and Leadership Development, Star Thomas, and we got to catch up with her recently.

Star’s approach to training revolves around creating a culture built upon empathy. “In every interaction, we’re not just dealing with numbers or accounts; we’re dealing with human beings,” Star explains. “Our training programs are designed to ensure that every member of our team can connect with clients on a human level, understand their unique situations, and provide solutions that truly serve their needs.”

Tailoring Solutions to Individual Needs

Servicing Solutions prides itself on offering customized solutions that go beyond a one-size-fits-all approach. Our team, led by experienced professionals from the top echelons of the financial services industry, brings over 200 years of combined expertise. This wealth of experience enables us to understand the nuances of different client needs and tailor our services accordingly.

“Our approach is about adding a human factor back into the equation,” notes Star. “Whether through the use of technology, data, or just old-school human connection, we aim to provide a service that respects the dignity and individuality of each customer.”

The Role of Technology in Enhancing Human Connection

While we emphasize the human aspect of our services, we also leverage the latest technology to enhance efficiency and effectiveness. Our investment in call center technology and analytics allows us to guide our team members to the most effective customer journey for each client. “Technology, when used correctly, can amplify our ability to connect with and serve our clients,” Star points out. “It’s not about replacing the human element but enhancing it. We strive to optimize and leverage all our resources as effectively as possible.”

Customer Testimonials: The Proof is in the Pudding

Our client testimonials speak volumes about the effectiveness of our approach. From helping Anderson Brothers Bank navigate the challenges of a global pandemic to executing a seamless portfolio conversion for another client, our focus on customized, empathetic solutions has yielded significant benefits for our clients and their customers.

The Road Ahead

As we look to the future, our focus remains on growing alongside our clients, offering scalable and flexible solutions that adapt to the changing market landscape. “The only constant in this industry is change,” Star explains. “But one thing that will never change is our commitment to treating every customer with respect and understanding. It is our responsibility to evolve with them continuously.”

We invite you to learn more about how Servicing Solutions is redefining loan servicing through a combination of experienced leadership, innovative technology, and a sincere commitment to the human experience. Join us in this journey to transform the financial services landscape, one client at a time!

Reach out to us today for further information on our services and approach.