Category: Company Update

As Q3 wraps, Servbank continues to raise the bar by delivering growth, innovation, and client-first service across every division. Today you’ll see the numbers, stories, and strategic moves that defined this quarter. From record-breaking performance in our Banking Division, to exceptional client satisfaction scores, and best-in-class customer care, we’re proud to share how Servbank is building trust and driving results.

Plus, we’ll spotlight our technology that simplifies compliance, the events that kept us connected, and the recognitions that celebrate our people and purpose. Here’s a look at the highlights from across our teams this quarter.

Banking Division Growth That Matters

Our Banking Division exhibited robust performance, with loan balances up 56% and deposits rising 40% in Q3. Year-to-date, deposit reached 135% and loan growth surpassed 220%. This momentum was driven by Structured Finance, Government Guaranty Lending, HOA Banking, C&I, and Specialty Deposits. The expansion continued as we completed a successful transition to a commercial center, positioning Servbank as a trusted platform for top commercial clients.

Client Confidence & Satisfaction

We held our third annual Multi-Client Onsite Review with Richey May and MQMR, providing our clients with the comprehensive compliance oversight that continues to ensure confidence. Servbank also secured approval from FHLB Chicago, opening new opportunities for our client partnerships. Q3 metrics reflect our commitment to client satisfaction:

• Net Promoter Score: 71%
• Client Representative Satisfaction: 89.56%
• Customer Satisfaction: 85.56%
• Client Satisfaction: 85.11%

New Client Onboarding

A major focus of Q3 was onboarding activity, which included the integration of loans from our second-largest client in August. We boarded 13,819 loans in July, followed by a peak of 28,545 in August, and 9,514 in September. The ACH transfer process played a key role in ensuring a smooth and successful experience for both clients and their customers.

Customer Experience That Sets the Standard

In September, our customer care team set a new company record with an NPS of 87.6, reflecting our commitment to the customer experience. Throughout Q3, we maintained consistently high performance across key metrics, including a CSAT of 98.8% and a Google Rating of 4.5. Strong adoption of digital tools also continued, with significant enrollments in autopay and paperless statements, along with sharp increases in mobile app usage. These results underscore our ongoingcommitment to providing our customers with the convenient solutions and the best experience at every touch point.

Technology Meets Compliance & Transparency

We’ve launched a series of reporting enhancements in SIME (Servicing Intelligence Made Easy), Servbank’s proprietary servicing platform, designed to elevate transparency and streamline compliance. These updates deliver even broader access and detail to comprehensive data sets that span our client’s entire portfolio, aligning with all regulatory expectations. The enhanced reporting capabilities further simplifies oversight and reduces the time spent tracking down documentation, giving our clients more time to focus on what matters most, their portfolio.

As is well known among our clients, SIME isn’t just a reporting tool; it’s an ecosystem built for transparency. Clients gain real-time access to over 130 customizable reports, loan-level data, and audit-ready documentation, all from a single interface. With features like call recording access, document search, and automated report delivery, SIME empowers users to monitor servicing activity with precision. These capabilities support controls, reduce audit prep time, and ensure regulatory readiness, making SIME an indispensable, leading-edge platform for operational excellence and client trust.

Where Servbank Shines, Conferences and Awards

Q3 was a whirlwind of connection and celebration for Servbank! Our team was out in full force, attending and sponsoring some of the industry’s most influential events. From the CMBA’s Western Secondary Market Conference to American Bankers Association’s Risk & Compliance Conference and even teeing off at CACM’s Golf Tournament in Southern California. We didn’t just show up, we made an impact, hosting a standout ACUMA webinar on creating lifelong members and sparking conversations about the future of servicing.

The celebrations didn’t stop there. Servbank was honored as a finalist in the ABA Foundation’s Community Commitment Awards for Supporting Military Families, earning an “Honorable Mention.” Our own CRO, Shayna Arrington, took home MortgagePoint’s Mortgage Visionary Award, and we were recognized as one of America’s Best Workplaces. Q3 was proof that when Servbank shows up, we bring our best and we celebrate our people and our partners every step of the way.

Ready to see what’s next?

Thank you to our clients, partners, and team members for making Q3 a period of growth, innovation, and excellence. As we celebrate our wins and connections from Q3, we’re already looking ahead to new opportunities and even bigger milestones. Thank you to those who were part of our journey, whether you joined us at an event, partnered with us, or cheered us on from afar.

We look forward to building on these achievements in the months ahead. Stay tuned for more updates, and to learn how Servbank can support your success.