Category: Company Update

Servbank’s Q3 25 in Review

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Servbank’s Q3 25 in Review

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.

 

Compliance you can count on

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Compliance isn’t an afterthought—it’s the foundation of everything we do. At Servbank, our three lines of defense ensure every regulatory requirement is met with precision, giving you peace of mind and the surety you deserve.

In this clip, Shayna Arrington, our Chief Risk Officer, shares how our culture of compliance puts us in the best position to operate with structural integrity.

Learn how our commitment to compliance sets us apart—watch the full video here.

The future of servicing intelligence

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In a fast-paced world, you need technology that keeps up. Meet SIME—Servicing Intelligence Made Easy, Servbank’s award winning servicing platform. With real-time data, built in compliance, and full transparency, SIME simplifies servicing like never before.

In this clip, Sherri Higuera, our SVP of Servicing Technology, walks through how SIME turns complexity into clarity.

See how SIME transforms servicing—watch the full video here.

Servbank’s Q2 25 in Review

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As we close out the second quarter of 2025, Servbank continues to build on its mission of delivering exceptional service, innovative solutions, and meaningful partnerships. From exceptional growth in our banking division, to key subservicing technology implementations further enhancing the customer and client experience, Q2 was a quarter of advancement and measurable impact across the organization.

Q2 also marked a significant milestone in Servbank’s journey as we transitioned from an Illinois State-Chartered Bank to a National Bank regulated by the Office of the Comptroller of the Currency. Moving forward, you will see our legal name updated to Servbank, N.A. – a change that reflects our continued growth and national presence.

Banking Division Delivering Strong Growth Across the Board

Our banking team continued to deliver impressive results this quarter. Loan balances grew by 56%, while deposits increased by 67%. This strong performance elevated our deposit-to-loan ratio from 56% to 76%, driven by robust contributions across Structured Finance, Government Guaranty Lending, HOA Banking, C&I and Specialty Deposits.

A special shoutout to our newly formed Commercial & Industrial (C&I) team, led by Scott Sipe and Jeremy Kohler, for securing their first client relationship in their first 60 days. As Chad Neubecker, Chief Banking Officer, shared, this success reflects our shared vision of building a relationship-driven powerhouse coupled with hard work and a strong calling effort.

Client and Customer Success by the Numbers

At Servbank, delivering exceptional service is more than a goal; it’s a standard. In Q2, both our customer care and client relations teams continued to deliver best in class service and meaningful experiences across every touchpoint.

Customer Service KPIs

Our customer care team delivered standout results in Q2:

  • Net promoter score (NPS) 84.3%
  • Customer satisfaction rate (CSAT) 98.3%
  • One-call resolution (OCR) 93.0%

We also launched a new, customizable customer landing page to support onboarding and transparency during loan transfers: myloan.servbank.com/Transfer.

Self-service engagement remains on its upward trend, with mobile app usage climbing to 63.5%. Our focus on digital convenience resonates with customers, and we continue to see strong participation in paperless and AutoPay programs as we further enhance these experiences.

Listening to Clients and Elevating Service

Our Q2 Client survey delivered strong satisfaction scores across key areas:

  • Client Representative Satisfaction (CRSAT) 82.3%
  • Customer Satisfaction (CSAT) 81.0%
  • Client Satisfaction (SSAT) 81.6%

These insights help us continuously refine our service and strengthen our client relationships.

Looking Ahead

As we turn the page to Q3, our focus remains clear: delivering value through innovation, impeccable service, and trusted partnerships. This quarter, we’re excited to connect with industry leaders at several key events, including:

  • CMBA Western Secondary Market Conference in Palos Verdes, CA
  • CAI CEO-MC Retreat in La Quinta, CA
  • ACUMA Annual Conference in Denver, CO
  • MBA Annual Convention and Expo in Las Vegas, NV

Thank you to our clients, partners, and team members for making Q2 a standout quarter. We’re energized for what is ahead!

Loan subservicing is the future and it’s now

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There is no end to the number of challenges banks and credit unions face today. Between keeping up with ever-changing regulatory compliance standards, fighting off an increasing number of cybersecurity threats and working to modernize core systems all while delivering best-in-class customer service, banks and credit unions’ bandwidth has been pushed to the max.

Given all the demands on banks and credit unions today, even though they can service their own loans, many are coming to the realization that it just doesn’t make sense for them to do so, which is a marked change.

In 1990, virtually no financial institutions outsourced their loan servicing, but the market has grown in recent years and compliance costs have increased, resulting in more work on the part of banks and credit unions. Going forward, the loan servicing market is expected to continue to grow from $2.51 billion in 2024 to $5.4 billion by 20291.

Recognizing the constraints, many banks and credit unions are partnering with subservicers.

“Using a subservicer can be very advantageous,” says Jason Kwasny, chief servicing officer for Servbank, a national banking and subservicing institution that is currently servicing 338,000 loans for 81 client partners. “If you are a bank or credit union trying to decide if a subservicer is best for your business, you should ask yourself if you are currently challenged with, or lack the ability to, competently scale in one or more of the following areas: operational efficiency, cost of servicing, regulatory compliance, customer experience or technology. If you answer yes in any of these areas, working with a subservicer is probably the right move.”

6 reasons working with a subservicer is the right move

1.    Offers a superior member/customer experience. “First and foremost, what it comes down to is: Are your members or customers getting the caring experience that they seek and is it reflective of your brand? That is what matters most. If the answer is not unequivocally yes then it’s time to seek a subservicing partnership with a subservicer who not only shares that foundational objective, but can actually deliver upon it,” says Kwasny. “At Servbank, we are customer-experience obsessed. This approach emphasizes treating customers as individuals, and not just numbers. We focus on providing a caring, convenient experience with quick issue resolution across all interaction channels.”

2.    Ensures regulatory compliance. With a change in presidential administrations, compliance standards are likely to change once again. Managing compliance with ever-changing regulations can be complex and resource intensive. Using the right subservicer ensures you are in regulatory compliance and reduces the risk of becoming non-compliant. “While regulatory compliance in the subservicing sector may be an afterthought for some, at Servbank we live and breathe it. We make sure we are always up-to-date with the latest compliance regulations so our customers do not need to worry.” says Kwasny.

Risk is everywhere and it usually materializes at the most inopportune time. “If you get caught ‘flat footed’, it can be not only costly in the form of regulatory penalties, but it can damage your reputation. Furthermore, if the exposure is great enough, the remediation can consume the institution at a magnitude that it leaves little resources left to advance other key initiatives,” warns Kwasny.

3.    Provides operational efficiency. Banks and credit unions can often struggle with managing the basic operational aspects of loan servicing, such as payment processing, escrow administration and customer support. “For subservicers that are doing this every day, this is basic blocking and tackling,” says Kwasny. When subservicers like Servbank allow access to real-time loan data, even more efficiencies are seen. By automating processes through real-time data integration, modern subservicers allow financial institutions to eliminate the time-consuming manual data entry and processing.

4.    Decreases cost of servicing. With all the additional costs banks are incurring today, servicing loans in-house shouldn’t be one. Maintaining an in-house servicing infrastructure is expensive, especially if a bank or credit union does not service enough loans, which is often the case for smaller banks and credit unions. Using a quality subservicer like Servbank can reduce costs and offer scalability, which is key to sustained growth.

5.    A steady hand through changing market conditions. Market conditions can, and will, change on a dime. An unexpected increase in delinquencies and/or foreclosures can pose both risk and an increased workload on a bank. Subservicers are typically better equipped than a bank or credit union to deal with unexpected challenges that often arise during tougher economic times or downturns. Default activity is always closely watched and managed by subservicers such as Servbank.

6.    Offers an enhanced experience through technology. In the end, it’s no secret that banks and credit unions are laggards when it comes to technology adoption. This applies to loan servicing as well. Banks and credit unions frequently lack the technology to be efficient and accurate in their loan servicing operations. Equally important is the ability to leverage technology to enhance the customer experience. “Subservicers like Servbank are always keeping up with the latest technology because it’s core to what they offer and how they continue to offer clients and customers a first-rate experience,” says Kwasny.

Choosing the right subservicer

While the benefits shine through, banks and credit unions must determine which subservicer is right for them because not all subservicers are built the same.

“The standard in the marketplace for servicing is pretty low. Most servicers do the bare minimum for both their clients and their customers. Perhaps it’s their belief that it would be cost prohibitive to deliver service and a high-quality experience for their clients and customers, or maybe they lack the technology to do so, or maybe they simply don’t care,” says Kwasny.

Servbank is rated by S&P, Fitch and Morning Star, and has a perfect IDC score of 300. Being one of the nation’s only bank subservicers, Servbank is uniquely positioned to offer clients both superior subservicing performance along with commercial banking products, all with the surety that comes with being a depository institution. This is truly a rare combination in the marketplace.

“We are a core values driven organization, with a culture that ensures that no matter who we serve, our people, our customers, or our clients, we do so with sincere care and a human touch,” says Kwasny. “We really do have a heart and that may not be the most business-y thing to say, but it’s what truly sets us apart.”

1https://www.thebusinessresearchcompany.com/report/loan-servicing-global-market-report

2https://disclosure.spglobal.com/ratings/en/regulatory/article/-/view/type/HTML/id/3302740