New loan opportunities uncovered: ICE’s innovative approach to integrated borrower engagement

ICE is rewriting the playbook on how lenders engage with customers across the homeownership journey. Matt Dowd, VP of Product Management at ICE, shares the company’s strategy to unify its origination and servicing solutions, allowing lenders to more easily identify, engage and convert opportunities within their existing portfolios to drive business growth. This integrated approach creates a consistent borrower experience and allows lenders to maximize every interaction, from initial acquisition to long-term retention.

HousingWire: Matt, we’ve spoken a few times recently about the work you’re doing in the customer acquisition space, and how ICE is helping lenders uncover new loan opportunities in today’s competitive market. Now that you’re leading servicing product management, can you share more about your new role and your initial focus — particularly how you’re helping lenders identify, engage and convert opportunities within their servicing portfolios?

Matt Dowd: It’s a privilege to be working with such an experienced team on the servicing side of ICE’s business. Over the years, the team has built a best-in-class platform for mortgage servicers. I feel fortunate to be surrounded by so many talented professionals – all of whom are committed to maintaining and continuing to innovate the technology that’s been foundational to mortgage servicing for decades.

In this role, I am focused on not only expanding the capabilities of our current servicing platform, but also tightly unifying our servicing solutions with our origination and loan acquisition capabilities so our clients — regardless of the channel — can maximize every opportunity across the customer life cycle.

When we last connected, I talked about our approach to retention and acquisition. We have expanded our capabilities to provide a multi-channel toolset that loan officers can use to help identify, attract and convert new loan opportunities into closed loans. We’ve been laser-focused in this area for quite some time now — helping clients leverage both property and market data with technology to acquire NEW customers. Now we’re expanding our efforts to help lenders RETAIN customers and nurture those relationships using their servicing portfolio data.

When considering the approach we took for origination, the same tenets hold for servicing. Lenders often view borrowers differently depending on where they are in the loan journey. At the end of the day, a borrower is still a person — and we shouldn’t lose sight of that. The goal is to create a meaningful experience that not only supports them but also builds lasting trust and encourages referrals. That starts with delivering relevant, timely and engaging information — demonstrating that you’re on their side, you understand their needs and you’re committed to acting in their best interest.

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