Spotlight on a Servicing and Technology Conference Panel Hot Topic: Seven Strategies for Better Servicing–Exploring Stages in the Life of a Loan

Understanding, improving and managing processes throughout the life of a commercial mortgage loan can be helpful in dealing with day-to-day challenges as well as unexpected events.

In this session which took place in May, a panel of industry experts walked through the processes of loan sourcing, pricing, approval, closing, transition to servicing and ultimately to payoff and resolution. The discussion throughout focused on client relations with various stakeholders from those involved at each key point in a transaction. “Customer service is under our control whether as individual companies and/or as an industry, and the customer experience for the entire life of the loan is increasingly important for borrowers when comparing their available commercial real estate financing sources,” said Bob Wright with PNC Real Estate, who moderated the panel.

Moderator:
Bob Wright, PNC Real Estate
Speakers:
Sheri Perkins, Nationwide Life Insurance Co.
Daniel J. Phelan, Pacific Southwest Realty Services
Paul Edgar, Nationwide Life Insurance Co.

Whether you or your team focus on the front end of the process in a closing department, the back end at payoff or resolution or anywhere in between, the seven themes created by this MBA Servicing and Technology panel serve as a thoughtful and strategic framework for driving positive performance outcomes for the various processes, tasks and stakeholders involved in commercial mortgage finance. “Making customer service training a priority is an important component of continuous improvement to the commercial real estate lending experience,” Wright said.

Here is the PowerPoint presentation that facilitated this discussion, which we hope you will find a useful reference no matter which process or task you’re working to improve.

MBA’s Commercial Multifamily team held an outstanding Commercial Multifamily Servicing and Technology conference in May in Miami. For those not able to join us, the week featured networking opportunities, business intelligence and leadership development. The program featured great panelists, moderators and industry dialogue.

“The Servicing and Technology conference is an MBA event we are proud to help create and host each year. It brings together servicers, asset managers and closing staff to stay abreast of key issues impacting commercial real estate finance,” said MBA Vice President Kathy Marquardt.

This year’s event brought together 850 commercial and multifamily finance professionals from across the country and the industry to elevate and discuss issues that are top of mind in 2018 and will be in the year ahead. “The Servicing and Technology conference celebrates the important work of commercial mortgage servicers and develops professional standards around their work,” said Joe Lovell with Grandbridge Real Estate Capital.

We had an especially engaged and energized conference planning committee this year and we are looking forward to recreating this not-to-be missed gathering next May in downtown Los Angeles. We extend a special thank you to our servicer council leadership, Chair Amy Frazey, Vice Chair and Chair of conference planning committee Joe Lovell, and Vice Chair Brian Hanson, who were all extensively involved in the conference effort and many other initiatives throughout the year.