Dana Dillard, EVP, Corporate Social Responsibility at Mr. Cooper, recently spoke with DS News about the struggles with keeping their customers in the loop.
"Most customers don't understand very much about their mortgage," Dillard said. "We're trying to build technology around it, but its complex, so how can we offer automation, how can we be efficient, how can we be lean on our expenses and still offer that top-tier product to customers where they understand it?"
In this Video Spotlight, hear Dillard discuss these challenges as well as other challenges unique to lending and servicing in 2020.