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The world of loan payments has transformed dramatically over the past year due to the COVID-19 pandemic. Borrowers want and need more from their lenders, including expanded options on when, where and how to make payment. Lenders and servicers, meanwhile, want to help borrowers pay on time in the quickest, smoothest and safest way. So, what is the role of the mortgage originator in this evolution?

For originators, retaining past clients is always top of mind, especially as fewer than one in five refinance borrowers return to the same lender. Previous clients unhappy about this part of the borrowing experience may be unlikely to contact you about their future lending needs.