The start of a new year is an excellent time to examine current partnerships and verify that they are adding value. The loan servicing partnership is especially important for lenders to review as it helps determine their ability to meet strategic goals.
Loan servicers are leveraging new technology to upgrade their offerings and meet changing customer expectations. Modern advancements have established a new baseline for loan servicing solutions, so lenders can benefit from comparing their provider to the industry standard in 2025.
Loan Servicers Should Utilize Modern Technology In 2025
Technology is evolving rapidly, and loan servicers should be integrating the most important developments into their processes. These modern advancements should benefit both borrowers and lenders.
Modern Technology Helps Improve the Borrower Experience
Borrower expectations have evolved with technology, and they now expect to handle many tasks themselves – rather than relying on a customer service professional. Modern loan servicers empower borrowers to handle simple tasks from their computer or mobile device, making it easy for them to:
- check loan balances.
- make a payment and request a payoff.
- monitor escrow balances.
- view tax forms and other documentation.
- ask questions about their loan.
However, it is not enough to simply have an online platform. It also needs to be designed in a professional, user-friendly manner that meets modern standards. The best loan servicers will provide a consistent and reliable online experience, while also reviewing their platform regularly to make adjustments that help borrowers manage their loans with ease.
Technological Advancements Serve Lenders
The best loan servicers are leveraging modern technology to gain new insights into borrower behavior. Lenders that partner with these servicers can gain significant advantages in attracting and retaining borrowers – provided the data is readily accessible and easy to understand.
In 2025, a robust reporting platform is a must-have feature to better inform marketing and lending decisions. This borrower data is also a valuable tool in evaluating and reducing portfolio risk. Lenders who properly leverage this information can improve both the size and the quality of their loan portfolios.
Private Label and Co-Branded Options Are Expected In 2025
Repeat customers help lenders grow their loan portfolio without the expense of attracting new business. However, third-party loan servicing can make it more challenging to capture repeat business since the borrower interacts with the loan servicer after origination.
A loan servicer should be prepared to act as an extension of their lender partner by referencing their name and executing their strategies. They should also be mindful of ways they can help to support repeat business through flexible solutions that combine modern technology with personal attention.
In 2025, Loan Servicers Should Excel in Borrower Support
Outstanding customer service is the result of strong internal processes built through decades of experience. Loan servicers that excel in borrower support will hire the right people, invest in robust internal training, and empower staff to answer questions in a single phone call.
Whether a lender uses a third-party or private label loan servicing solution, their reputation is built on the borrower experience. A loan servicing partner that provides excellent borrower support improves the lender’s reputation which often results in an expanded customer base.
Loan Servicers Should Maintain a Robust Loss Mitigation Program In 2025
Across the banking industry, noncurrent loan rates have increased by 0.18 percentage points over the past year to a rate of 1.54%. Past due balances were even higher for 1-to-4-unit residential loan portfolios at 1.83%.
With past-due loan ratios on the rise, lenders need a loan servicing partner with a robust loss mitigation program. It should protect the customer relationship while encouraging the quick resolution of past due balances.
A successful loss mitigation program should include:
- loan modifications and workouts.
- relationship management through bankruptcy, foreclosure, judicial remedies, and asset liquidation.
- Real Estate Owned (REO) management.
- claim reporting and processing.
Like customer service, an effective loss mitigation program is built through decades of experience handling these cases. It should also be tailored to match a lender’s servicing manuals and program requirements. Finally, it should adhere to applicable regulations and GSE standards.
Overall, the right loan servicer should blend new, emerging technologies with past experience to create a solution that matches modern expectations. If your loan servicer isn’t doing this in 2025, it’s time to consider a new partner.
Get Excellence in Loan Servicing with AmeriNat
Since 1975, our team at AmeriNat has consistently provided outstanding borrower support and incorporated emerging technologies that prioritize the needs of lenders. Our vast experience has allowed us to create a comprehensive loan servicing program that can help your organization achieve success.
Our modern solutions are tailored to your needs and supported by our capable team of professionals that align themselves with your goals. To learn more about loan servicing with AmeriNat, contact a member of our team today.
