Business Model
Borrower-centric, Personalized Servicing Approach, Yields Better Results
Frequent contact – by phone or in person breeds familiarity, trust, and a comprehensive understanding of each borrower's financial position and concerns.
Strong relationships with borrowers – Green Tree representatives are assigned to a specific set of borrowers (1,500 total, 135 active delinquency) that they handle from the time they board until payoff. This approach builds personal relationships with individuals and lets us identify problems early in the delinquency cycle and help customers take action before they become seriously delinquent.
1-on-1 model – early contact with borrowers and problem identification in the first 30 day window, enabling early problem resolution. Field flexibility – empower employees to fix problems.
- Collectors remain assigned to delinquent loan customers to ensure relationship continuity and accountability
- Early stage collection processes with emphasis on keeping customer in the home and preserving higher asset cash flows
- Collections focused process results in higher cash flow and re-performance rates versus traditional off-shore low cost business model
- Customized loss mitigation/refinance strategies that fit the customer's needs and the investor's desired risk position