Servbank’s Q2 25 in Review
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!
