5 LOAN SERVICING TRENDS TO WATCH IN 2025 & BEYOND

Loan servicing is a crucial aspect of the financial industry that involves managing and administering loans on behalf of lenders. From overseeing payments to providing customer support, loan servicers facilitate the smooth operation of lending processes. The loan servicing market is growing rapidly, at a 16.6 percent compound annual growth rate and is forecast by Research and Markets to reach $4.6 billion in value by 2028.

The landscape of loan servicing is constantly evolving, necessitating an awareness of current loan servicing trends to ensure efficient practices. By understanding the ever-evolving nature of loan servicing and staying informed about current trends, professionals can navigate the intricacies of the financial industry, ensure fair practices, and deliver efficient services to borrowers and lenders alike. 

In this blog, we will explore five loan servicing trends shaping the financial industry’s future and how staying updated on these trends can enhance the effectiveness of loan servicing practices.

5 Loan Servicing Trends To Watch in 2025
Trend	Description
1) Self-Service and Mobile Apps for Borrowers	Self-service portals and mobile apps empower borrowers to access their loan information, make payments, view statements, and communicate with lenders at their convenience.
2) Automation and Streamlining of Loan Servicing Processes	By automating routine and repetitive tasks, lenders can streamline their operations and allocate resources more effectively.
3) Use Of Analytics To Analyze Loan Servicing Trends	By leveraging data analytics, lenders can gain valuable insights into loan performance, delinquency rates, portfolio management, and borrower behavior.
4) Compliance and Regulatory Considerations	Lenders can leverage advanced lending systems that incorporate built-in functionalities designed to meet regulatory requirements, automate processes, implement audit trails, and facilitate reporting.
5) Personalized Loan Servicing	Lenders are able to tailor loan management to each borrower’s unique needs by using artificial intelligence (AI), machine learning (ML), and data analytics.

Trend 1: Self-Service and Mobile Apps for Borrowers

The first significant loan servicing trend is the emergence of self-service options and mobile apps for borrowers. With the increasing reliance on technology, especially phone-based payments, borrowers now expect convenient and accessible tools to manage their loans. Self-service portals and mobile apps empower borrowers to access their loan information, make payments, view statements, and communicate with lenders conveniently. 

Implementing self-service options enhances the borrower experience and reduces the burden on loan servicers. It allows them to focus on more complex tasks and provide personalized support when needed.

Some benefits include: 

• Enhanced Borrower Responsibility: With greater access to loan information through self-service options and mobile apps, borrowers can conveniently manage their accounts and make timely repayments. This increased borrower responsibility helps prevent late fees and has the potential to foster a positive relationship, transforming borrowers into loyal customers.
  
• Strengthened Client Connection: Effective communication is vital in building trust with clients, and mobile payment platforms play a significant role in facilitating this connection. Mobile payment platforms enable borrowers to interact with lenders easily by providing a convenient and efficient means of communication. This improved client connection enhances trust in the brand and fosters a strong relationship between borrowers and lenders.
  
• ​​Heightened Security Measures: Ensuring the security and confidentiality of borrowers’ data is paramount. Advanced security measures, such as encryption and multifactor authentication, provide an added layer of protection to safeguard borrowers’ information. By implementing these security features, lenders can enhance data security, reduce vulnerability to breaches, and instill confidence in borrowers regarding the safety of their personal and financial information.

Trend 2: Automation and Streamlining of Loan Servicing Processes

The loan servicing trend of automation is gaining momentum due to its potential to enhance efficiency and reduce costs significantly. Lenders can streamline their operations and allocate resources more effectively by automating routine and repetitive tasks. Some of the functions that can be automated include payment processing, escrow management, statement generation, customer communication, and reporting and analytics.

Loan servicing software or loan management software (LMS) plays a vital role in automating loan servicing tasks and optimizing operations. LMS platforms are designed to streamline loan servicing operations, including collections and remarketing processes. Lenders can also benefit from outsourcing all or part of their loan servicing processes, leveraging expertise, achieving cost savings, ensuring compliance, and gaining scalability and flexibility.

Let’s compare some of the benefits of each:

Benefits	Loan Servicing Software	Outsourcing Loan Servicing
Servicing Automation	Automates payment processing, escrow management, and borrower communication.	Leverages expertise for optimized processes and increased operational efficiency.
Collections Automation	Automates collections processes, including payment reminders, delinquency management, and collections actions.	Reduces costs associated with staffing, training, and ongoing system maintenance.
Remarketing Automation	Facilitates automation of remarketing activities, such as handling repossessed assets, managing auctions, and selling collateral.	Utilizes service provider’s long-standing relationships with auctions to improve the “place in line” and return on the vehicle.
Expertise and Efficiency	Developed by industry experts who understand loan servicing complexities.	Leverages the depth of expertise of service provider’s team, proven processes, and use of software solutions for optimized processes and increased efficiency.
Cost Saving	Reduces staffing, training, technology infrastructure, and system maintenance costs.	Eliminates the need for in-house infrastructure investment and maintenance, reducing employee costs.
Compliance and Risk Management	Incorporates built-in compliance features to ensure regulatory adherence and minimize errors or violations.	Reduces the burden of maintaining licenses in all states requiring them, ensuring compliance and mitigating risks.
Scalability and Flexibility	Provides flexibility and adaptability to accommodate growing portfolios and changing business needs.	Allows lenders to scale operations more easily – outsource all or a portion of their processes – and adjust to evolving portfolio size and other requirements.

The trend of automating loan servicing tasks offers increased efficiency and reduced costs for lenders. LMS is crucial in automating servicing, collections, and remarketing processes. Lenders can benefit from outsourcing loan servicing to software solutions by leveraging expertise, achieving cost savings, ensuring compliance, and gaining scalability and flexibility.

Trend 3: Use of Analytics To Analyze Loan Servicing Trends

Using analytics to analyze loan servicing trends is another significant trend to watch. By leveraging data analytics, lenders can gain valuable insights, including:

• Loan performance
• Delinquency rates
• Portfolio management
• Borrower behavior

Analytics tools enable lenders to identify patterns, predict default risks, and make informed decisions to optimize loan servicing strategies. Understanding loan servicing trends through data analysis allows lenders to proactively address challenges, identify opportunities for improvement, and make data-driven decisions that drive business growth.

Trend 4: Compliance and Regulatory Considerations

Compliance with regulatory requirements is a critical aspect of loan servicing. The lending industry operates within a heavily regulated framework, and non-compliance can lead to severe penalties, reputational damage, and legal consequences.

To navigate this complex landscape, lenders rely on advanced lending systems that help them adapt their business methods and ensure compliance. Lending systems incorporate built-in features and functionalities to meet regulatory requirements, automate processes, implement audit trails, and facilitate reporting.

Lenders can leverage these systems to demonstrate compliance, stay updated with regulatory changes, mitigate risks, and establish a strong foundation for long-term success.

Trend 5: Personalized Loan Servicing 

The personalized loan servicing industry is revolutionizing the financial industry by tailoring loan management to each borrower’s unique needs. Borrower-centric approaches are driven by advancements in artificial intelligence (AI), machine learning (ML), and data analytics.

Instead of offering generic repayment plans or standard communication, lenders can now design custom repayment plans based on a borrower’s financial history, credit score, and behavior. A flexible repayment plan that adjusts to income fluctuations, hardships, and life changes enhances the borrower’s experience and reduces default risks.

Real-time insights and predictive analytics are critical to personalized loan servicing. By analyzing borrower data, lenders can identify early signs of financial stress, such as late payments or reduced account activity. By doing so, they can offer proactive solutions, such as modified repayment schedules or refinancing options, before the borrower reaches a point of delinquency. 

Additionally, real-time dashboards and apps enable borrowers to monitor their progress, view potential interest savings, and access educational tools tailored to their needs. This combination of transparency and guidance fosters trust and financial literacy.

AI-powered tools also enable personalized product recommendations, such as credit improvement programs or consolidation loans, aligning financial solutions with borrower needs.

Transform Your Loan Servicing Operations with defi SERVICING

Loan servicing is a critical function in the lending industry, and staying on top of key performance indicators (KPIs) specific to loan servicing is vital for success. With advanced technology and software platforms like defi SERVICING, lenders can efficiently monitor loan servicing KPIs, optimize their operations, and drive business growth.

Our intuitive configuration, rules-based workflow routing, and scripting tools empower your customers to choose how and when they contact you, ensuring a satisfying experience that keeps them returning for more. With defi SERVICING, you can take control of the following loan servicing functions:

• Account Administration: Streamline general ledger maintenance, payment posting, and account closeout and sale functions for efficient account administration.
  
• Collateral Management: Effectively handle titles, end-of-term leases, balloon functions, and vehicle remarketing to ensure seamless collateral management.
  
• Customer Care: Provide exceptional customer care by fulfilling consumer orders, capturing complaints, and engaging in welcome calls.
  
• Default Management: Utilize rules-based queuing and automated workflow tools for efficient default management, ensuring timely and compliant handling of defaults.

If you’re considering outsourcing your loan servicing process, we’ve got you covered as well. 

Our defi MANAGED SERVICING solution offers the perfect opportunity to reduce budgetary expenses while improving auto loan and lease servicing, lease disposal, and leased vehicle disposition. Leveraging the latest AI and automation technology, defi MANAGED SERVICING provides a comprehensive solution for superior loan servicing outcomes. Whether you prefer to manage the process yourself or entrust it to our experienced team, we are here to meet your needs.

With defi SERVICING and defi MANAGED SERVICING, lenders can leverage technology to optimize loan servicing operations, improve efficiency, and achieve long-term success in the ever-evolving lending industry. We stay on top of all the loan servicing trends to ensure you have the latest technology for your needs.