By: Rhonda Welsh | SVP, Loan Servicing | Date: August 27th, 2024
As I reflect on my ten years with Midwest Loan Services, I’m filled with an overwhelming sense of pride and gratitude. This journey has been more than just a job; it has been a significant part of my life. Over the years, I’ve witnessed many changes in the mortgage servicing industry, each bringing new challenges and opportunities that have further fueled my dedication to this work.
My path in the mortgage servicing industry began over 20 years ago in an entry-level position at another company. Initially, I was drawn to the field by its stability and growth potential. As I advanced through various roles across different mortgage subservicing companies, I found genuine satisfaction in the tangible impact our work had on people’s lives. Helping families secure and maintain their homes became increasingly rewarding, offering me the chance to make a real difference.
When the opportunity to join Midwest Loan Services, a leading mortgage subservicer, arose ten years ago, I knew it was a significant step forward. The company’s reputation for exceptional customer service and professional excellence resonated deeply with the values and skills I had cultivated throughout my career in mortgage subservicing. Joining the Midwest Loan Services team was a pivotal moment, allowing me to apply my experience in an environment that truly prioritizes client satisfaction and employee development.
One of my greatest sources of pride is witnessing the positive impact our work has on our borrowers’ lives. It’s incredibly fulfilling to see how our team’s efforts translate into tangible benefits for those we serve. Our commitment to excellence goes beyond adhering to policies and processes—it’s about truly understanding our borrowers’ and clients’ needs and working tirelessly to meet them. Whether it’s helping a family navigate financial hardship or celebrating with borrowers as they pay off their loans, these real-world outcomes drive us to maintain high standards in everything we do within the mortgage servicing industry.
“Everything we do, says we care” isn’t just a corporate slogan at Midwest Loan Services. It’s reflected in the relief and gratitude we see from our borrowers and clients when we successfully address their concerns and help them achieve their goals. This dedication is what sets Midwest Loan Services apart as a premier mortgage subservicer in the industry.
What sets Midwest Loan Services apart is our unwavering dedication to our borrowers and client partners, including those in the credit union mortgage servicer space. Every team member is empowered to take the initiative and innovate in addressing customer needs. This not only fosters a sense of value and respect among our employees but also ensures that every customer receives the attentive and timely care they deserve.
Despite our name, Midwest Loan Services subservice loans nationwide, serving as a reliable mortgage subservicer across the entire country. We firmly believe that every borrower and client partner, whether a large financial institution or a credit union, is incredibly important and deserves our full attention.
Since 2020, recruitment has been one of our biggest challenges in mortgage servicing. Our Human Resources team and I have worked closely to find the right candidates while also understanding the factors behind employee turnover. We’ve realized that fostering a positive, supportive work environment, along with offering flexible schedules, is key to making employees feel valued and motivated in the fast-paced mortgage subservicing sector.
Another significant challenge has been rising operational costs in the mortgage subservicing industry. To address this, we’ve introduced cloud-based technologies and optimized our workflows to ensure we maintain efficiency without compromising the high-quality service that Midwest Loan Services is known for as a top mortgage subservicer.
What drives me to perform at my best is the opportunity to create positive change and infuse creativity into my work. I’m always excited by the chance to push boundaries and seek new ways to improve and innovate within the mortgage subservicing field. This relentless pursuit of progress brings me immense joy and fulfillment.
One of my most cherished memories at Midwest Loan Services is the leadership retreat where my team and I embarked on a river rafting adventure. It was more than just a physical challenge; it was an emotional journey that deepened our bonds and taught us invaluable lessons about teamwork, communication, and coordination—skills that are crucial in our role as a mortgage subservicer.
My decade-long journey at Midwest Loan Services reflects not only my professional development but also my profound passion for making a lasting impact on both our employees and clients. I am deeply proud to be part of the Midwest Loan Services team, where each day offers a new chance to push boundaries, spark innovation, and make a meaningful difference in the mortgage servicing industry.
As we look to the future, I’m excited about the continued growth and innovation at Midwest Loan Services. Our commitment to excellence and customer satisfaction remains steadfast, and I’m honored to be part of a team that consistently goes above and beyond to meet the needs of our clients, including those in the credit union mortgage servicer space.
To my colleagues, our valued borrowers, and our client partners, and everyone who has been part of this incredible journey—thank you. Together, we’ve turned aspirations into reality and built strong futures. I look forward to many more years of shared success at Midwest Loan Services, a trusted leader in mortgage subservicing.
