TheMReport

40 | TH E M R EP O RT O R I G I NAT I O N S E R V I C I N G DATA G O V E R N M E N T S E C O N DA R Y M A R K E T THE LATEST ORIGINATION NatGen Honored with Stevie Awards THE NORTH CAROLINA-BASED FIRM RECEIVED RECOGNITION FOR ITS TECHNOLOGY AND CONTACT CENTER. NORTH CAROLINA // National General Lender Services (NatGen) was presented with two Stevie Awards in the 13th Annual Stevie Awards for Sales and Customer Service. The Stevie Awards are business awards to honor and generate pub - lic recognition of the achievements and positive contributions of orga- nizations and working professionals worldwide. The Stevie Awards for Sales and Customer Service are open to all organizations worldwide and recognize the achievements of sales, customer service, and call center professionals. Winners were determined by the average scores of more than 150 professionals worldwide in seven specialized judging committees. NatGen earned a Silver Stevie Award in the Best Use of Technology in Customer Service category and a Bronze Stevie Award in the Contact Center of the Year (Over 100 Seats) category. The judges' comments included feedback that NatGen has "an impressive platform and a history of doing it right," along with "great results and focus on exceptional customer service by leveraging effective technology." "NatGen has an enduring com - mitment to consistently deliver solutions and results that protect our clients' brand and secure the relationships with their custom - ers," said Art Castner, President of National General Lender Services. "We are so pleased that our focus on the customer experience has been recognized with two pres - tigious Stevie Awards. Coupled with our 12-year call center of excellence certification from BenchmarkPortal, they provide compelling external validation of both our commitment and results." North Carolina-based NatGen is a full-service insurance track - ing and lender-placed insurance provider with more than 42 years' experience. Streamlining the Lending Process CHURCHILL MORTGAGE AND AMERICAN HOME TITLE WILL WORK TOGETHER TO PROVIDE A MORE STREAMLINED ORIGINATION AND TITLE PROCESS. TENNESSEE // Churchill Mortgage, a provider of conven- tional, FHA, VA, and USDA resi- dential mortgages across 46 states, announced a joint venture with American Home Title to found Churchill Title Solutions, a title company intended to streamline the origination process and create a secure mortgage experience for borrowers, real estate agents, and lenders. Available to all lenders in every U.S. state, Churchill Title Solutions will provide borrowers the option of pursuing a digital mortgage, streamlining (or entirely eliminating) some tedious processes associated with traditional title management, while expediting lenders' time to close. In addi - tion, the joint venture will close potential security gaps within the mortgage process and help lenders and real estate agents provide bor - rowers with peace of mind that their information is safe and secure. "With the engagement and com- mitment of both companies' staff and leadership, we've established a synergistic joint venture that will allow Churchill Title Solutions to become an integrated part of Churchill's streamlined origina - tion process," said Jack Goisse, President of American Home Title. "This joint venture will employ solutions to ensure efficiency, security, and transparency to all stakeholders providing a consistent and stress-free experience." "There is a vital need within the mortgage industry to cen - tralize the various silos through which sensitive information travels and create a consistent, stream- lined borrower experience," said Matt Clarke, CFO and COO of Churchill Mortgage. "Considering our companies' mutual dedica- tion to trust, honesty, hard work, and integrity, this joint venture will build upon our strengths and help us better serve the mortgage industry as a whole." Founded in 1992, Churchill Mortgage is a privately owned company by its more than 350 employees. The company pro - vides conventional, FHA, VA, and USDA residential mortgages across 46 states. As heard on per- sonal finance expert and author Dave Ramsey's nationally syn- dicated radio show, the lender's mission is to help borrowers achieve debt-free homeowner- ship and build wealth through a smarter mortgage plan, regardless of their starting point. Churchill Mortgage is a wholly-owned sub - sidiary of Churchill Holdings, Inc. HELOC Shoppers Seek Alternatives LENDERS ARE FAILING TO MEET CUSTOMERS WHERE THEY PREFER TO SHOP—ONLINE. Home equity lines of credit (HELOC) are on the decline, according to a report from J.D. Power. The J.D. Power 2019 U.S. Home Equity Line of Credit Satisfaction Study found that HELOC originations have been on the downward slope due to rising interest rates, new tax laws, and growing competition as cus - tomers search for alternatives. "HELOC providers have a privileged position in the con- sumer lending space by virtue of the relationships they already have with home loan customers, but they cannot afford to rely on those relationships alone to gener - ate new originations," said John Cabell, Global Business Intelligence Practice Leader at J.D. Power. "Customers are being wooed by increasingly sophisticated competi - tors. Right now, HELOC providers are struggling to deliver digital experiences that are in line with customer expectations. That is becoming a major drag on future business as new, digital-native com - petitors enter the marketplace." One of the factors J.D. power cited as a threat to HELOCs are HELOC providers' low online presence. J.D. Power's study found that satisfaction is lowest among HELOC customers who gather information entirely online. Additionally, alternative prod - ucts such as personal loans are on the rise, especially among younger (under 40) customers. The biggest concerns for those shopping for alternatives include variable inter - est rates, overextending debt, and higher payment after draw period. The study also found that for long-term HELOC customers, satis - faction is particularly low. Long- term customers are generally less satisfied than their newer peers, and on average, these long-term customers are less knowledgeable about the product. "There are some very obvious areas where HELOC providers could make tremendous improve - ment by taking certain steps," Cabell said. "One of the easiest is alleviating customer concerns during the shopping process by publishing clear information on their website about interest rates and payment schedules." "There is a vital need within the mortgage industry to centralize the various silos through which sensitive information travels and create a consistent, streamlined borrower experience." —Matt Clarke, CFO and COO of Churchill Mortgage

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