Sponsored by Selene Finance: Joey Halligan–The Importance of Portfolio Management Within Client Services

Joey Halligan is SVP of Portfolio Management at Selene Finance.

How has the evolution of portfolio management over the past five years shaped the servicing industry present day?

Portfolio management has helped shape the servicing industry as we know it today. It has driven servicers to deliver greater efficiency, improve risk management and enhance client relationships profoundly in recent years. As market conditions continue to become more complex and dynamic, we’ve seen also seen a shift towards more sophisticated data analytics and technology integration. This has helped servicers better understand and anticipate the needs of both clients and borrowers, while creating a competitive advantage for clients. Within the evolving regulatory environment, servicers have had to react swiftly to these changes and create transparency for clients. Creating oversight and management specific to product needs to ensure client satisfaction and high ROI for investors.

What role are you seeing technology playing within portfolio management and expanding client services?

Self service options for our clients are critical. Portfolio management includes proactively putting the best data in the hands of our clients, along with the addition of being available as their champion/advocate to pursue innovative strategies for their portfolio. Being able to access critical data and trends allows the portfolio management team to provide additional insight to help clients navigate their portfolio needs. As we become increasingly nimble and quick to react to client needs, we are also able to expand our services as a subservicer to meet any ad hoc demands.

What is your vision for executing a best-in-class client experience at Selene?

Client satisfaction and maintaining trust is our primary focus at Selene and drives everything we do within portfolio management. Customizing a tailored approach to meet the goals for a client portfolio is paramount. Proactive monitoring and the reporting of portfolio changes and opportunities is critical within all aspects of loan servicing. Our goal is to become a trusted advisor to our clients, building and maintaining strong relationships by arming them with an extended skillset to surpass their expectations. In addition, being able to offer additional services that complement a clients’ business model, such as enterprise services is a key component to servicing all client needs.

In what ways does a successful portfolio management approach help foster organizational growth?

Ensuring that our portfolio management is highly responsive, has a depth of industry experience and can represent our clients’ needs helps foster long-term relationships with our client partners across the organization. Our goal is to ensure portfolio performance, while instilling trust and confidence in our clients so they feel secure in our ability to manage their loans. This ability to completely represent the client’s need will lead to further opportunities to grow as an organization through strengthened relationships and client growth and retention.

(Sponsored content includes material submitted independently of the Mortgage Bankers Association and MBA NewsLink and does not connote an MBA endorsement of a specific company, product or service. For more information about sponsored content opportunities, contact Bill Farmakis at bill@jlfarmakis.com or 203/834-8832.)