To thrive in the highly competitive mortgage industry, mortgage servicers need to improve the borrower experience. In the J.D. Power 2019 U.S. Primary Mortgage Servicer Satisfaction Study, mortgage servicers’ customer satisfaction scores (777 on a scale of 1 to 1000) were at the bottom of the industries studied by J.D. Power. Only health plans had a lower […]
Susan Graham is president and chief operating officer of Financial Industry Computer Systems, Inc. (FICS), a mortgage technology specialist that provides cost-effective, in-house mortgage loan origination, residential mortgage servicing and commercial mortgage servicing technology to mortgage lenders, mid-sized banks and credit unions. As president and COO, she is responsible for the overall management of the company’s day-to-day operations, strategic planning, customer relations and product development.