The decision to outsource loan servicing or transition to a new subservicer is never taken lightly. For credit unions, member experience is paramount: every payment, escrow analysis, and service interaction can reinforce trust. So when operational challenges, regulatory complexity, or rising member concerns signal that change may be necessary, leaders face a difficult question: How do we protect the member relationship during a servicing transfer?
In a recent article published in Credit Union Times, Cornerstone Servicing’s SVP of Operations Stacy Speas outlines five practical steps credit unions can take to minimize disruption and strengthen trust throughout the transition process.
“Handled with care and precision, a servicing transfer can actually improve member satisfaction—as long as certain steps are followed.” – Stacy Speas
The article explores:
- What to consider when reevaluating your servicing model
- How layered, targeted communication reduces member inquiries and artificial delinquencies
- Resources that help internal teams support members through the transition
- Why ongoing visibility into portfolio performance matters long after day one
Servicing transfers don’t have to erode trust. With preparation, transparency, and the right operational structure, they can enhance the member experience and support long-term portfolio performance.
Read the full article to explore the five steps in detail and learn how credit unions can approach servicing transitions with confidence.