ICE is rewriting the playbook on how lenders engage with customers across the homeownership journey. Matt Dowd, VP of Product Management at ICE, says the company’s strategy unifies its origination and servicing solutions, allowing lenders to more easily identify, engage and convert opportunities within their existing portfolios to drive business growth. This integrated approach creates a consistent borrower experience and allows lenders to maximize every interaction, from initial acquisition to long-term retention. “We have expanded our capabilities to provide a multi-channel toolset that loan officers can use to help identify, attract and convert new loan opportunities into closed loans. We’ve been laser-focused in this area for quite some time now — helping clients leverage both property and market data with technology to acquire NEW customers. Now we’re expanding our efforts to help lenders RETAIN customers and nurture those relationships using their servicing portfolio data. With flexible configuration options, lenders can tailor borrower-facing solutions to meet evolving customer expectations. Our platform allows customization of the experience — from flow and design to look and feel — ensuring that every interaction aligns with the lender’s brand and the borrower’s needs. One key use case is allowing loans to seamlessly transition from the Encompass origination system to the MSP servicing system. This integration is critical to our product strategy, which aims to create the most efficient network — giving lenders the ability to better manage volumes at scale and cost-effectively. In addition, we’ve streamlined several back-office processes, like loan boarding and lien release. Our ongoing focus is to bridge the gap between origination and servicing and unifying these two industry-leading platforms to deliver a more cohesive and efficient experience. Let’s take recapture as a use case: Mobile-enabled sales toolkit: Our sales toolkit allows loan officers to manage leads and pipelines efficiently. It’s integrated with the Encompass platform and the borrower point of sale and includes a native CRM to drive connectivity and boost conversion. Data and intelligence: We offer the industry’s broadest set of property and market data, valuation models, indices and business intelligence — helping lenders identify trends and act on market opportunities faster. Consumer-facing tools: Our servicing digital portal supports over 18 million consumers, giving borrowers direct access to their loan information and self-service capabilities. Machine learning at point of sale: We’re exploring ways to embed our current ML capabilities into our point of sale to streamline processes and improve the borrower experience. This includes immediately recognizing and validating any uploaded documents from the borrower and extracting relevant data from Encompass to pre-populate forms for review and correction. We anticipate that borrowers will continue to demand more transparency, control and self-service options. The more information you can provide up front — not just regarding their loan, but regarding the steps they can take to accelerate the process — the better their experience.