In this exclusive interview, Dave Howard, EVP at ServiceLink, shares how ServiceLink is redefining mortgage lending through data-driven innovation, borrower-focused automation, and lender-centric solutions. Learn how the company’s ‘Linking What Matters’ approach ensures smoother transactions, faster cycle times, and an improved borrower-lender relationship.

Linking lenders, borrowers, and vendors

At the core of ServiceLink’s mission is ensuring a smooth, transparent mortgage transaction for all parties involved—borrowers, lenders, and third-party vendors.

“When you look at mortgage origination, borrowers are making decisions to better their lives— whether through a refinance, home equity transaction, or a home purchase,” Howard explained. “Our goal is to link borrowers, lenders, and the independent vendors involved in the origination process, making it as seamless, transparent, and comfortable as possible.”

One of the biggest challenges borrowers face is the valuation process, where they interact with a third-party professional — an appraiser.

“For many borrowers, the appraisal is the only personal interaction they have during the loan process,” Howard said. “We want to take the mystery out of it and give them a clear, digital-first experience.”

Better transparency in valuation with digital scheduling and tracking

“We’re giving borrowers and lenders a real-time window into the scheduling process,” Howard said. “Regardless of whether a borrower interacts via phone, text, tablet, or computer, they can see the exact date and time their appraiser is scheduled to arrive.”

Through ServiceLink’s calendar integration, borrowers can select a preferred time for the appraiser’s visit, eliminating the back-and-forth delays that typically slow down scheduling.

“Instantly, the borrower will see the appraiser’s photo, vehicle details, and appointment confirmation,” Howard explained. “That removes uncertainty and speeds up the process, which helps cut days out of the transaction timeline.”

ServiceLink has also introduced live tracking of appraisers, similar to rideshare technology.

“Borrowers can now see exactly when their appraiser is on the way,” Howard said. “Lenders can choose to share that tracking information to further enhance communication and trust in the process.”

Innovations that improve lender efficiency

“Lenders want to close loans faster, and one of the biggest bottlenecks has always been appraisal scheduling,” Howard said. “Traditionally, lenders send out a request, wait for appraisers to respond, and hope for the best. With our scheduling platform, that waiting period is gone.”

By removing manual back-and-forth communication, ServiceLink is helping lenders cut out unnecessary delays.

“Time is money,” Howard said. “We’ve seen that by eliminating those inefficiencies, lenders can reduce operating costs while improving borrower satisfaction.”

SMS scheduling and mobile-friendly features

Beyond valuation, ServiceLink is enhancing digital engagement across closing and title services as well.

“We’re integrating scheduling into SMS-based communication,” Howard said. “Borrowers can receive multiple scheduling options via text and confirm their appointment in seconds — just like selecting a time slot for a rideshare.”

This kind of mobile-friendly instant scheduling ensures borrowers never miss a phone call or email, helping speed up the process even further.

A competitive edge for lenders in a changing market

With market volatility and changing borrower expectations, ServiceLink believes that lenders who prioritize a better borrower experience will be the most successful.

“In today’s environment, lenders aren’t just competing on rates — they’re competing for sales talent, borrowers, and overall efficiency,” Howard said. “A smooth, modern mortgage experience helps lenders attract top loan officers and gives borrowers an experience that’s worthy of a referral.”

ServiceLink’s digital-first innovations in valuation and closing aren’t just about convenience— they’re about helping lenders win more business.

ServiceLink’s vision for the future

As the mortgage industry continues evolving, ServiceLink is focused on meeting lenders where they are — whether that’s helping them expand into new products like home equity lending or fine-tune their borrower experience.

“Our ideal lender partners are those who want to become better lenders,” Howard said. “We’re always working to push the industry forward, and we collaborate closely with our clients to deliver solutions that keep them ahead of the competition.”

Through real-time scheduling, borrower-friendly tools, and seamless integrations, ServiceLink is proving that a better mortgage experience isn’t just possible — it’s happening right now.