Issue link: http://dsnews.uberflip.com/i/1020584
59 » VISIT US ONLINE @ DSNEWS.COM SPONSORED CONTENT GOING ABOVE AND BEYOND TO PROTECT SERVICERS As President of National General Lender Services, Art Castner talks about how NatGen is evolving to meet customer expectations in the fast-paced environment of lender-placed insurance and outsourcing services. DS NEWS: AS THE SECOND-LARGEST PROVIDER OF LENDER-PLACED INSURANCE AND OUTSOURCING SERVICES IN THE INDUSTRY TODAY, WHAT IS ONE OF THE MORE SIGNIFICANT CHANGES NATIONAL GENERAL LENDER SERVICES HAS SEEN IN RECENT YEARS REGARDING HOW MORTGAGE SERVICERS APPROACH SERVICING? Castner: Creating an optimal customer experience has become increasingly critical as customers have more choice in the marketplace and their business is harder to earn and retain. In today's fast-paced environment, customers expect immediate responses and access to a variety of technology-based options to interact with companies. ey also have a much stronger voice via social media platforms, providing another channel for us to hear about their experiences. DS NEWS: WHAT DO YOU BELIEVE ARE IMPORTANT DIFFERENTIATORS IN THE BUSINESS TODAY, AND HOW DOES NATGEN SUPPORT YOUR CLIENTS TO ACHIEVE SERVICE EXCELLENCE AND QUALITY EXECUTION? Castner: We live our motto, "Going Above and Beyond to Protect You," by moving beyond what is spelled out in a contract to deliver solutions that protect our client's brand and secure the relationships with their customers. Self-Service Capabilities—Everyone has a smartphone, so today's solutions revolve around what customers can do from the palm of their hand. ey want to be able to snap a picture of a document, communicate via email and text, receive proactive alerts, use voice- activated tools, etc. Customer Service Excellence—When customers have a more complex need, they want to make a single call and resolve the issue. We were the first in our industry and are the only provider to achieve 12 consecutive years of certification with the "Call Center of Excellence" Award from BenchmarkPortal. It is considered one of the most prestigious awards in the service and support industry, as it analyzes call centers against the world's largest database of call center metrics with a focus on one-call resolution. Our achievement of operational excellence and controls is validated by our ISO 9001 certification, which we've earned annually since 2008. ISO 9001 specifies standards for a quality management system that demonstrates the consistent ability to provide products and services that meet customer and regulatory requirements. Wrapping around all this, our investment in our common platform solution enables us to provide insurance tracking and loss draft processing to our clients using our end-to-end technology. is approach enables a higher level of transparency for us and our clients throughout the customer experience. ese independent, third-party certifications are evidence that we deliver the quality service our clients require and have controls in place to make required changes quickly so that we can adapt to industry changes and meet requests from our clients, their investors, and subservice clients. Quality and Compliant Execution— While customer experience is top of mind for all of our clients, we must also deliver on foundational quality and compliance. NatGen helps ensure successful regulator exams for our clients by employing innovative quality solutions within our technology and in our processes. We employ independent, centralized quality and compliance teams to ensure objectivity. Testing is tied to key risks related to client objectives, regulatory/ compliance matters, and customer experience expectations. Our consistent, quality performance, guaranteed by strict service-level agreements and guarantees, demonstrates our commitment to our clients that we are doing all we can for their customers. DS NEWS: ANY FINAL WORDS TO OUR READERS? Castner: Each customer is unique, and so are the clients doing business with us. We welcome the opportunity to show those in the industry not currently partnered with us what we have to offer and how we remain nimble and creative while consistently delivering a compliant, lender-placed solution for their business. Art Castner National General Lender Services, President