Six keys to tuning up the $15 trillion mortgage servicing sector

I’m a mortgage servicer by trade, but also a music lover and guitar player. A guitar has twelve notes, and from this comes every song, every genre, every hit ever written. Servicing works the same way. The structure is fixed – loan, customer, property – but what you can now build on top of it with AI in mortgage servicing is close to limitless. And servicing was never just servicing. It’s a key play in customer-for-life, a continuous customer engagement and retention loop that runs from origination to servicing and back to origination. Winning that loop at scale takes many things. Below I lay out six of them, starting where every servicing relationship both ends and begins – migration. 1. Migration is a product, not a project. Most system providers treat migration as a one-time act of heroics, whether it’s mortgage service rights (MSR) trades or a system conversion. We treat it as a product – it lives inside Dara. That means automation that learns your database without your team having to hand us your database structure first. When it comes to migrations, we’ve mapped the common big platform. We own other big platforms, LSAMS, LoanServ and Dara, so we know them cold. Proof: we move...