INNOVATION & TECHNOLOGY TRACK: Acting on Insights – Improving the Borrower Experience
In this investigative workshop session, hear from industry leaders on the best ways to utilize existing feedback loops or create new ones to enhance the overall borrower experience. With a focus on the borrower self-service experience, put on your detective hat and analyze clues, follow leads, and confront customer feedback. Ultimately, uncover the true solution for improving the borrower's self-service offerings by simply listening to your borrowers.
Speakers
Speakers
Trina Forbess is a Senior Vice President, Product Delivery Director for ICE Mortgage Technology. She is responsible for leading the Business Analyst, Agile Product Manager, Product Owner, and the Product Delivery teams. The Product Delivery team serves as the first line of defense for the Implementation, Product and Client Support teams. When Forbess first joined Product Delivery, it was a non-revenue-generating team that supported one product. Over the last four years, the team has grown to support nine products and over 200 servicers and business partners with annual revenue of approximately $1M. Additionally, Forbess oversees the Business Analyst, Agile Product Manager and Product Owner teams that support over 30 products and approximately 90 teams by understanding client needs, by overseeing feature delivery and functionality, and by researching, analyzing, and translating User Stories. The teams help discover what the user needs, produce requirements, and deliver solutions to address those needs. Forbess earned a Bachelor of Science in Business Administration degree from the University of Colorado in Boulder. She was recognized by the Jacksonville Business Journal as one of their “40 Under 40” honorees for her career achievements and community involvement.
As Head of the Customer Experience Office (CXO) for the Mortgage Technology business segment of ICE, Erik Skinner leads the Customer and User Experience teams, as well as the servicing Voice of the Customer initiatives. Erik has 25 years of experience in both the financial services and software development spaces in key roles at various organizations including ING DIRECT, Capital One, Fifth Third, and PHH enriching the relationship between customer, brand, and best people. Erik is passionate about creating simple and delightful experiences which seek to modernize the mortgage industry.
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