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The Dawn of a New Era: The Future of the Loan Servicing Industry

Authored By: Aimee Ford

In the dynamic financial services space, 2024 marks a pivotal moment where technological advancements are reshaping the landscape of loan servicing. Financial services leaders must exhibit unprecedented agility to navigate this era of change. By investing in innovative solutions now, they can pave the way for sustainable competitive advantages in the years ahead. 

Here are three critical trends transforming the loan servicing industry: 

  1. AI-Powered User Experience: Generative AI has already emerged as a game changer, particularly in customer interactions. Chatbots can now facilitate round-the-clock seamless communication, guide borrowers through loan applications, and improve customer satisfaction through real-time responses. Alorica ReVoLT (our real-time voice language translation solution) is another prime example, enabling customers to receive live support from human agents in their own language from anywhere in the world. This digital solution not only enhances service but can also reduce costs by up to 50%. 

  2. Strategic Partnerships: In a Forbes study, 55% of respondents were somewhat or very likely to transition entirely away from traditional banking in favor of alternative financial solutions like tech companies that embrace AI and offer innovative solutions. Against this backdrop, strategic partnerships with as-a-service providers can help you build a competitive advantage by leveraging analytics, automation, and AI to augment offerings. A provider like Systems & Services Technologies, Inc. (SST) —the nation’s leading consumer loan servicer, powered by Alorica—offers a full range of servicing and back-office operations for a wide variety of loan and distressed asset portfolios. With 25+ years of proven experience across the credit spectrum, SST delivers comprehensive, cost-effective solutions for growing and mature portfolios, as well as primary servicing. 

  3. Regulatory Technology (Regtech): Increasingly complex regulatory requirements are driving companies to adopt a range of new technologies to facilitate compliance. Regtech, characterized by the utilization of AI, blockchain, and cloud computing, is paramount in addressing compliance and regulatory challenges, particularly concerning personal data and privacy. Notably, Regtech spend will surge to $207 billion globally by 2028, with AI & machine learning unlocking new efficiencies like streamlining Anti-Money Laundering (AML) and Combatting the Financing of Terrorism (CFT) compliance, rendering processes faster, cost-effective, and more robust. 

As the financial landscape continues to change, proactive strategies underpinned by strategic agility and technological acumen will be instrumental to growth and progress in the BFSI domain. 

Learn more about Alorica’s Financial Solutions  here and our Loan Servicing solutions  here

 

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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST). Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.