The Money Source (TMS)’s fundamental mission is to Grow Happiness for our customers, our clients, and our team members alike. We do it through a combination of leading-edge technology and unwavering commitment to our team members. Our proprietary servicing portal SIME (short for Servicing Intelligence Made Easy) brings ease-of-use and transparency to an industry where the technology that has long been considered out of date. While our CAREologists — our fleet of highly trained customer service representatives — deliver the human touch. This mix of leading technology and caring team members leads to a best-in-class customer and client experience. Throughout the pandemic, we have continued to further invest in our team members and enhance SIME by adding features to help customers in need. Some of these featuers include self-service loss mitigation and forbearance assistance, milestone tracking and batch automation. With these tools, customers can easily and clearly evaluate their available options, monitor their progress, and receive relief on an expedited timescale.
- Industry-leading Net Promoter Score: 83.1% (12-month average)
- Customer Satisfaction Rate: 99% (12-month average)
- One-Call Resolution Rate: 91% (12-month average)
- 399bps lower FHA Delinquency (TMS portfolio)
