In new report, mortgage advisory firm outlines the people, processes, and technology needed to elevate the borrower experience and unlock new income streams
July 30, 2025 – DENVER, Colo. – In its latest Insights Report, STRATMOR Group Principal Kris van Beever explores how lenders can operationalize their mortgage servicing strategies to meet today’s evolving demands. His article, “Next Move: Operationalizing Mortgage Servicing for the Future” builds on last month’s article, “Checkmate or Checkpoint? Rethinking the Role of Mortgage Servicing,” and moves from strategic vision to real-world execution.
The industry is at a strategic crossroads,” van Beever says. “Servicing leaders must modernize legacy infrastructure, embrace AI, and rethink their operating models to meet rising borrower expectations and regulatory complexity. This article provides a roadmap for how to do that—without losing operational traction along the way.”
Key insights from the article include:
- Strategies for modernizing core servicing systems and bridging siloed tech stacks
- Real-world examples of how AI is reducing costs, improving compliance and providing a better customer experience
- Steps to monetize borrower engagement touchpoints ethically and effectively
- Guidance on managing subservicers as strategic partners, not transactional vendors
- Best practices for servicing transfers, regulatory readiness, and data governance
“The question isn’t whether to act—it’s how and how fast,” van Beever says. “To compete and win in this environment, lenders must integrate compliance, customer experience, and capital markets strategy with disciplined, data-driven execution.”
In a second article this month, STRATMOR Customer Experience Director Mike Seminari reinforces the message of van Beever’s article: strategic execution, whether in servicing or sales, begins with understanding and acting on borrower needs.
In “7 Ways Smart Lenders are Leveraging CX to Grow Mortgage Revenue,” Seminari shares how lenders are using borrower feedback, journey mapping, and targeted communications to create more revenue opportunities—especially in today’s competitive market.
Click here to read the July 2025 edition of STRATMOR’s Insights Report.
About STRATMOR Group
STRATMOR Group is a leading mortgage industry advisory firm that provides a range of programs and services for senior industry executives. STRATMOR serves more than 250 companies annually, recommending strategies that increase growth and improve profitability in sales, marketing, technology, operations and mergers and acquisitions. The company leverages comprehensive, proprietary data and key insights gained through extensive experience in the mortgage industry. STRATMOR is well known for its financial models and its collaboration with the Mortgage Bankers Association in the PGR: MBA and STRATMOR Peer Group Roundtables Program. Find out more about STRATMOR on its website at www.stratmorgroup.com.