Commercial Loan Servicing: Home of the Unplucked Gem

Loan servicing, often termed “back office,” is at least as important as what’s commonly called the “front office.”

Boston, November 4, 2021 –Along the entire expanse of a commercial loan’s life cycle, loan servicing operations can readily be seen as having the most significant impact on the borrower experience. Once a loan is approved, inked, and funded, loan servicing operations are effectively the face of the bank for every day that credit is extended to a corporate borrower. At stake in loan servicing is the most important impression borrowers get of their credit provider.

This Impact Report examines the commercial loan servicing industry, including lenders’ perceptions of vendors, those vendors’ incumbencies, segmentation of the market, and an exploration of rarely achieved loan servicing excellence on the part of lenders. It is based on an Aite-Novarica Group survey, conducted from June to September 2021, of 19 U.S.-based financial institutions extending loans to small-to-midsize businesses.

This 26-page Impact Report contains eight figures and one table. Clients of Aite-Novarica Group’s Commercial Banking & Payments service can download this report and the corresponding charts.

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