On: October 1, 2020 In: CSC News

By Hitz Mistry

Leading lenders meet customers’ historical needs while adapting to current ones

The mortgage industry never stops – consumers always desire the opportunity to own a home. Accordingly, brokers and borrowers continue to pursue purchase transactions independent of the world’s turmoil. Activity may ebb and flow and needs may change with the times, but brokers need to be ready to serve their clients in all environments. One differentiator for leading lenders, such as Citadel Servicing, is to not only meet customers’ historical needs but adapt to current needs, as well as anticipate future market opportunities to ensure they are consistently enabling their broker partners to exceed customer expectations and fulfill demand.

There is no getting around that the world has changed, causing a profound impact on the ever-changing landscape of mortgage lending. As a result, not all of the organizations in the mortgage space will continue to thrive and serve their customers – Charles Darwin said it best in “On the Origin of Species” – “It is not the most intellectual of the species that survives; it is not the strongest that survives; but the species that survives is the one that is able to best adapt and adjust to the changing environment in which it finds itself.”

So, what does this mean for brokers and borrowers? With the short pause in non-QM lending, many organizations decided to switch their focus to other lending areas, choosing to concentrate on traditional mortgages or other markets. While this may have been a savvy tactic on the part of those lenders, it puts brokers who need a non-QM solution in a difficult position.

As an organization that is committed to non-QM lending, Citadel Servicing did not try to deviate or divert its focus to other areas. Instead, the company adapted. Instead, Citadel Servicing chose to use the temporary pause to invest in its processes and technology, which would improve the customer experience. Whether a broker or borrower, each is a customer and a client. The high-touch service, thoughtful and innovative programs Citadel Servicing provides do not differ.

Providing a solution to an area that can sometimes be seen as complicated to underwrite – but in a way that is beneficial to all parties – is something the company has done in the past and continues to do in the current environment, in which non-QM solutions are more necessary than ever.

Working with clients who may find themselves in an unusual or unexpected position is something Citadel Servicing has more experience with than anyone in the space, and the company prides itself on continuing to work with customers and drive product innovation to address the changing landscape head-on.

Building a solid foundation with any partnership is important. A broker should be able to trust that when they have a loan to submit the lender will have not only the right programs but also the right people in place to make the process as simple and efficient as possible.

Citadel Servicing invests in both its technological infrastructure and its employees, pushing and motivating them to become the best in the industry. Having a dedicated in-house learning and development team to support career growth is essential to the company’s success, as are the new systems and technologies it invested in during the recent pause in lending activity.

No one knows what tomorrow will bring, but what Citadel Servicing will continue to do is make it stays at the forefront of the non-QM sector to provide brokers and borrowers the best service and programs in the industry.

Source: HousingWire

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