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6-25-18 How Can Mortgage Servicers Leverage the Digital Revolution to Transform the Customer Experience? with Shelley Leonard

June 25, 2018

6-25-18 How Can Mortgage Servicers Leverage the Digital Revolution to Transform the Customer Experience? with Shelley Leonard

In recent years, an incredible amount of innovation has accelerated adoption of the digital mortgage. Digital has ramped up customer expectations and disrupted our traditional definition of customer service excellence, but the same sort of transformational impact has yet to be seen on the servicing side of the house. Make no mistake: mortgage customers will come to expect a more proactive and interactive relationship with their servicer as well as with whoever originates their loans. The time for the industry to understand this is now. In this episode of Lykken on Lending, David Lykken interviews Shelley Leonard. Black Knight

Shelley Leonard, EVP and Chief Product Officer, Black Knight Inc.

Shelley Leonard Shelley Leonard is the Executive Vice President and Chief Product Officer for Black Knight, Inc. (NYSE: BKI), a premier provider of integrated software, data and analytics to the mortgage industry. She is responsible for defining product strategy and working with each division within Black Knight to develop a comprehensive product strategy roadmap across the enterprise. Prior to assuming this position, Shelley was Executive Vice President and Managing Director of LoanSphere Business Strategy for Black Knight’s Servicing Technologies division, where she was responsible for identifying and developing the business strategies for workflow-based solutions to support servicing and default clients’ needs. In 2012, HousingWire named Shelley to its list of “Influential Women in Housing.” Shelley holds a bachelor’s degree in business administration from the University of Tulsa and an MBA degree from Jacksonville University. Topics Covered in this Interview:
  1. The industry’s laser-focus on digital continues. What can you tell us about the forces driving this trend?
  2. Is Servicing is the next frontier for leveraging digital?
  3. What is Black Knight doing to deliver on this industry need?
  4. How did you approach the design of this app?
  5. How is LoanSphere Servicing Digital different from other digital applications?
  6. Now that Black Knight has rolled out a digital servicing offering, what is next?
As usual, the first half of the program will feature Les Parker’s Market-Logics Live, a macroeconomic perspective on the economy with a music parody and then Joe Farr providing you a rate & market update.  Next is Alice Alvey of Union Home providing a regulatory & legislative update followed by Allen Pollack giving us a Tech Report of the latest technology impacting our industry. Then we wrap up the first half the program with Andy Schell, a/k/a “Profit Doctor” sharing ideas on how to improve your bottom line. Resources Mentioned in this Episode: Ginnie Mae 2020 - Roadmap for sustaining low-cost homeownership Clean Disruption of Energy and Transportation - CWA - Boulder, April 9th, 2018 Excerpts from this Episode:
  1. Listen: Using the Black Knight App to connect with customers
  2. Listen: An amazing differentiator for servicers
  3. Listen: A new way of thinking about how to serve customers
  4. Listen: Benefit to servicers
  5. Listen: Three main components of the App
  6. Listen: Educating the borrower about their options
  7. Listen: Expectation and user-demand of borrowers
  8. Listen: Acquisition of AI company