Servbank’s Q1 25 in Review
The first quarter of 2025 set the tone for another strong year at Servbank. With new partnerships, expanded leadership, and continued investments, Q1 was all about building momentum and laying the foundation for what’s ahead.
Welcoming New Leaders
We began the year by strengthening our leadership team with the addition of two key hires.
Nicole Momcilov joined as SVP, Director of Deposit Operations, bringing a fresh perspective and deep operational experience to lead our deposit strategy.
On the commercial banking side, we welcomed Scott Sipe, SVP, Commercial Banking Team Leader, and Jeremy Koller, VP, Commercial Banking Portfolio Manager. Together, they bring valuable insight and leadership as we continue to expand our commercial banking presence.
Strengthening Programs and Partnerships
On the banking side, we reached an exciting milestone—originating our first loans through Servbank’s 504 wholesale program. This initiative expands access to capital for small business owners, and we’re proud to partner with two institutions to support new borrowers and drive growth.
On the subservicing side, we established two new client partnerships and boarded 24,490 loans, marking another quarter of strong growth and operational performance.
Investing in Brand and Visibility
We also took a major step forward in our brand storytelling. In Q1, we completed filming of our new brand video which highlights who we are, what we stand for, and how we deliver white-glove service across every touchpoint. The video is set to debut soon and we’re excited to share it with you.
Delivering Exceptional Service
We prioritize customer and client experience and that showed up in a strong 67.86 client NPS and standout customer care results:
Customer Service KPIs
- NPS 83.43
- Customer satisfaction rate 97.9%
- One call resolution rate 92.6%
Self Service KPIs
- 75.9% of customers opted to go paperless
- 39.2% of customers accessed their accounts via mobile app
- 33.9% enrolled in recurring ACH
These results reflect our ongoing commitment to delivering excellence in everything we do. We believe that exceptional service is not just a goal but a standard we uphold every day.
Looking Ahead
We’re excited to hit the road this spring and connect with industry peers at the following conferences:
- CAI Annual Washington in Seattle, Washington
- UCCAI Vendor Trade Show in West Jordan, Utah
- Secondary and Capital Markets Conference in New York, NY
We look forward to catching up with familiar faces, meeting new ones, and sharing what’s new and what’s next.
As always, thank you to our clients, partners, and team members for making Q1 a success. We’re energized for what’s to come—and we’re just getting started.
