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The Great In-House Servicing Debate

We know what you’re thinking.

Wouldn’t it be great if you brought servicing under your own roof so you could control the overall experience your customer receives? It all sounds good, doesn’t it? After all, you’ve invested an enormous amount of time and money cultivating that customer, so you want to make sure they’re well taken care of throughout the life of the loan.

The problem is, more-often-than-not, the servicing part gets handed off to someone who doesn’t exactly treat your customers like you would like them to be treated (or how they would like to be treated). It’s a little like pulling the rug out from under the customer.

If that’s the case, gone is your opportunity to further nurture that customer. Or gain their next home purchase, and/or good word-of-mouth that might lead to other business for you. In fact, if you pick the wrong subservicer to associate yourselves with, it can not only destroy relationships, but tarnish your reputation and pollute all kinds of waters.

So why not bring that part of the business in-house, right?


Things like this always sound good. “Let’s get a pool.” “Hey, why don’t we open a restaurant? It sounds like fun!” Trust us, it’s always better if you don’t own the boat, but have a friend who owns the boat and takes you out on it. No muss, no fuss.

Bringing all the servicing under your own roof can be quite the unexpected headache. To truly service a customer properly, you need incredible people, technology and infrastructure to pull it off. It’s about way more than just being polite and helpful, and making sure statements are paid on time.


Believe us, way back when, we looked high and low for a subservicer who would represent us in a way that lived up to our reputation and treated our customers with the respect they deserved. You know what we found? Zilch, zero, nothing. Realizing what was on the line for us, we did the only thing we could do. We created a servicing partner of our own.


When we created TMS Subservicing powered by SIME, we set out to provide best-in-class service by combining best-in-class professionals with best-in-class technology.

Then, we delivered.


We have the types of professionals who service your customers exactly as you would. They walk your walk and talk your talk so that the experience is seamless and indistinguishable between you, your customer, and them.

With TMS, you have highly trained individuals handling your business; in fact, they’re cross-trained, so they’re versed in all aspects of you and your portfolio. No wonder no other subservicer has a higher NPS score than we do (80.2% to be exact). It’s proof that your customers aren’t dealing with just any ordinary, off-the-street subservicing folks––these are dedicated Careologists, Customer Allys and Customer Resolutionists that are there to answer every question and solve every problem.


But what good is having top people if you don’t have the technology to go along with them? SIME (which stands for Servicing Intelligence Made Easy) is the brains of the operation. It’s our web-based servicing platform. SIME makes life so much easier for everyone who touches it. It provides full transparency into a loan portfolio while providing tools for oversight that you can rely on. Watch our video to get a quick overview of this real-time, intuitive workhorse.

Want to see if a customer has a habit of paying late? Need to find a total escrow figure on a customer account? Or listen to all the recorded calls that have taken place with a customer? It’s all at your fingertips with TMS Subservicing powered by SIME.


Integrating TMS Subservicing powered by SIME into your business is easy. It doesn’t take weeks to get it up and running, or for training to take place. Smooth and easy are the operative words here.

Yes, bringing the servicing arm under your roof is always an option, but you certainly have to be prepared for all that comes with it. That’s why most lenders go the subservicing route––you just have to be very careful about who you choose to handle it.

If you are currently looking for a subservicer, or have one and want to know if you’re getting the most from them, we’ve created a Subservicer Health Check for you to evaluate them by. It’s short and sweet, and will give you great insight on the subject.

Total Home Servicing

For us, it’s all about delivering Total Home Servicing. Which means we are committed to doing everything it takes to help you cultivate a relationship with your borrowers that lasts for the life of their loan. And keeps them coming back. That’s TMS Subservicing powered by SIME. What more could you want?

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August 27, 2019