Kim Bigham, President
The mortgage servicing industry has been put to the test over the past 12+ months due to the pandemic. At the forefront, our concern was ensuring the safety of our employees. Being available and ready when our borrowers and clients needed our help was also top of mind. Under Kim’s leadership, the Servicing Organization was able to quickly move to a 100% remote work environment – overnight. While many servicers struggled to maintain service levels for their operations during the move to remote work, I’m proud that our team reacted so quickly and efficiently under Kim’s leadership. While our service levels (call answer speed, handle time, abandonment rate) did, for a very short period temporarily dip, Kim and her team were able to quickly get things back to “normal” levels – so we could focus attention on serving those borrowers who needed our help through deferments and forbearances and other loss mitigation efforts. The team quickly put in place new channels for borrowers to request assistance and scripts to inquire about the well-being of each borrower to whom we spoke. They continue to provide this high-touch service today, as many borrowers have now exited forbearance and are back to performing on their loans. Again, I’m very proud of how the Fay Servicing team executed during such a period of uncertainty for all.