Real Estate Mortgage Network Inc. (REMN) has announced the creation of a new helpdesk dedicated to overseeing the company’s servicing relationships at all levels. Effective immediately, Bob Filiberto joins REMN in the role of managing director of loan administration, along with Cindy Cook, who joins REMN as the company’s vice president of loan administration. Together, the two will oversee a servicing helpdesk team devoted specifically to managing REMN’s existing servicing and sub-servicing relationships.
Filiberto comes to REMN with more than 20 years of experience, having previously held senior-level roles at major lending firms overseeing servicing operations such as in-house procedures, as well as agency, insurer and sub-servicer relationships. Cook also joins REMN with more than 20 years of experience, managing loan administration policies and loan administration procedures at their highest levels.
The goal of REMN’s new servicing helpdesk is to continue REMN’s personal approach to mortgage lending even after the loan is closed. The new servicing helpdesk will be based in Kennesaw, Ga., and provide customer-facing support via a communications infrastructure that will ensure customer questions are answered in a timely manner. In addition to reactively handling customer concerns, the servicing helpdesk will proactively maintain contact with customers in order to confirm their experiences are exceeding traditional expectations.
“REMN is well known in the mortgage industry for our commitment to customer service in every level and across every division, but there is always room for improvement. By bringing on new associates with a laser focus on servicing and sub-servicing relationships, we’re further showing our commitment to leading the industry in customer satisfaction,” said Peter Norden, CEO of REMN.
This is not the first time REMN has expanded its infrastructure and footprint in the last year. In June, REMN announced the launch of their new correspondent division, based in the company’s new wholesale fulfillment center in Irvine, Calif. In addition, the company has steadily hired new associates and opened new retail branches across the country throughout 2012.