Meetings were held to remind staff that while the workload was obviously overwhelming at times, and phone calls seemed to lead to upset borrowers rather than resolution, it was clear that making everyone happy might not happen right away. It was critical that the team be reminded that what it was going through could not possibly compare to what borrowers were going through.
In the aftermath of Hurricane Matthew and any other natural disaster, repair administration professionals provide critical assistance to borrowers at a time when they are most vulnerable. Everything they know about “normal life” feels lost in the storm, and servicers are charged with helping piece their lives back together. Repair situations are never black and white; there are huge gray areas, and sometimes procedures need to adjust slightly in order to create the best outcome for all.
This touch point with borrowers, while they are hurting and vulnerable, must be handled gently and firmly at the same time. This is no small feat and requires care, professionalism, and great finesse. Repair administration professionals work with clients and borrowers to innovate procedures that work for all and make rocky roads smooth, always remembering that their primary goals are to get borrowers back to their lives as soon as possible and protect client interest in the property.
Sydney Godbehere serves as the Vice President of Loan Operations and oversees the efforts of the Loan Administration, Repair Administration, Loss Draft and Record Retention departments at Celink.