By providing outstanding service to our borrower and lender customers, we add value to their business enterprises and build relationships that enable us to add greater value over time. In this issue of Servicing News, we highlight some of our folks for whom serving customers well is a calling and who embody our customer service culture.
Our employee spotlight is on Insurance Supervisor Nicole Malaske. Nicole brings a unique skill set from a prior career that she has creatively adapted to build remarkably strong relationships both internally and externally. She combines these relationship skills with a tireless dedication to mastering the intricacies of commercial insurance. As a result, Nicole has made herself a very approachable fount of knowledge not only for us here at NorthMarq, but also for many of our lenders and borrowers.
While great supervisors are indispensable, it is the loan portfolio analysts who deliver the day-to-day customer service upon which our lenders and borrowers depend. Our talented corps of portfolio analysts includes a group of veteran analysts who have seen it all and developed expertise in their assigned lenders and borrowers. Don’t miss our profile of these “ace analysts” and some of their memorable exploits.
Sometimes delivering great customer service requires more in-depth expertise. We have met this challenge through creation of a loan portfolio advisor position, a role that enables us to bring special resources to bear as loan situations warrant. Our most recent advisor has been Ryan Gregory, from whom we have an article on the current challenges facing the retail industry and how some retailers are rising to these challenges.
Also in this issue we report on what you, our customers, are telling us about our customer service by sharing your responses to our recent surveys.
For my part, I am honored to work with so many talented, dedicated people who strive to add that special NorthMarq touch to our interactions with you, our valued lender and borrower customers. I am humbled by the trust you put in us and inspired to live up to that trust and deliver more and better service than you could have dreamed.