defi SOLUTIONS recently sat down with Steve Bissett, Vice President of Client Services, to learn more about how his approach to delivering an exceptional client experience.
Q: In a few sentences, how would you describe your role?
A: My title is Vice President of Client Services, and I’m responsible for our managed servicing operation, which is using our technology to deliver services to our clients and their end customers. Essentially, we are the client, so we perform the services a client would otherwise do if they were managing their own lease or loan portfolio.
Q: What does an exceptional client experience look like to you?
A: First of all, to deliver an exceptional client experience, you have to know the client. You have to know what their goals, objectives, and priorities are. Then, you have to understand how you can deliver against those goals, meet those priorities in a proactive way, and help them to accomplish their end goal.
Q: You’ve been in this line of work for over 20 years. What’s one lesson you’ve learned from working with lenders for more than two decades?
A: I would say, a loan is a loan, a lease is a lease, but each lender has their own way of doing things. Part of that’s driven by how their organization functions; maybe it’s how they interpret a compliance rule, maybe it’s what their strategic priorities are. And so, even though there’s a lot of similarities across portfolios, each client has their own nuances and processes for operating their business. Like I said before, it’s important for us to understand that as we’re delivering our services.
Q: What are you most focused on this year and next year?
A: We’re always focused on delivering an exceptional client experience. More specifically, we’re really focused on how we enhance our technology to make us more efficient and effective for our clients. We now have an assistant tool for our associates, which helps us be better, faster, and cheaper for our clients and deliver a higher quality of service.
Q: How do you see AI changing the landscape of managed servicing?
A: I think there’s going to be a profound impact on managed servicing. I’m not a doomsdayer; I don’t think AI is going to take everybody’s job in the next five years. I do think it’s a tool that we can use to help us — it will certainly help us automate certain tasks that are being done manually today. I think it’s going to help us to deliver an exceptional client experience, not only to our clients but to their customers. Customers are going to expect a higher level of service as these AI tools proliferate in the marketplace. It’s going to be important for us to be thought leaders and guide the industry in how this technology is adopted for managing a lease or loan portfolio.
