Leveraging the Power of Comprehensive Real Estate
ServiceLink’s Full Suite of Services Optimizes Investor Opportunity By: Carole VanSickle Ellis Success in real estate investing has long been summed up in the simple mantra, “Buy low and sell high”. For high-volume investors, however, things can get complicated, especially when it comes to managing multiple properties and deals in various stages of the investment life cycle. Returns are made, grown, and lost in the intricate layers of efficiency and continuity that make up portfolio management, and no one knows that better than investors in the single-family rental space. ServiceLink, a leader in services and technology for all phases of the mortgage lending and management life cycle, has made it a company mission to provide the integration of primary and ancillary services to real estate investors who need it most. “Our strength is that we provide a number of integrated services that single-threaded providers cannot match,” said Miriam Moore, ServiceLink’s division president of default services. With eight in ten of the nation’s largest lenders relying on ServiceLink to navigate the home lending lifecycle from originations through default, Moore’s team specializes in providing comprehensive solutions tailored to meet the needs of its clients. “Single-family rental lenders and investors are not typically looking for a one-size-fits-all solution, and we make it a point to sit down and talk about pain points and expectations with every client and follow up on these conversations regularly,” she said. Despite ServiceLink’s massive scale and the large-scale operations of many of its clients, the company has a surprisingly personal feel to it. This is due in large part to a company-wide dedication to innovation, something Eva Tapia, ServiceLink’s senior vice president of its auction division, sums up when she describes the company’s history. “For more than 50 years, ServiceLink has invested significantly in default innovation—bringing solutions that span the entire default lifecycle,” Tapia said. “Thanks to our nationwide real estate marketplace that provides a variety of properties in various stages of default ready for disposition, we have a unique opportunity to provide services to end consumers and mortgage servicers alike.” Tapia cited marketing and educational materials as key tools in the ServiceLink process that enable clients to access opportunities in all phases of the real estate transaction. A Many-Layered Provider with Ambitious Goals ServiceLink describes itself simply: a provider of services and solutions that enable virtually every aspect of the home-lending lifecycle—from originations to default. Within that deceptively simple description, however, lie nearly a dozen different facets of a company dedicated to investor and client success. Many of those facets have to do with valuations, title and origination services, the company’s founding sector. However, as ServiceLink added relevant, ancillary services over the years, it became a leader in default services, including loan modifications, foreclosure services, auctions, and property preservation, and in technology platforms. The company’s EXOS Technology provides a transparent platform that enables clients to monitor and manage everything from appraisal management to independent vendors in the ServiceLink network to title decisions and even asset viability throughout a property’s life cycle. “Our goal is always to help our servicers and clients preserve, protect and execute on repair strategies to market their assets,” said Tim Guertin, senior vice president of ServiceLink’s field services division. Guertin heads up one of the most individualized sectors at ServiceLink. His division heads up the process of monitoring, maintaining, evaluating, and reevaluating properties to obtain the best outcomes possible for clients’ property preservation goals. “We do hundreds of thousands of inspections a month, and we help clients ensure that those properties are disposed of in a strategic, productive way,” Guertin added. “Our nationwide network of contractors and inspectors are constantly monitoring assets to ascertain whether they are occupied and, if they are vacant, to make sure they are maintained within client expectations and/or investor requirements.” This dedication to preserving value in client properties did not diminish in 2020. In fact, the company got even more creative as COVID-19 drove competition in real estate through the roof. Tapia recalled an instance in which ServiceLink was able to leverage its negotiating experience to the mutual benefit of two real estate investors. When an auction buyer purchased an asset and, shortly thereafter, discovered a competing banking client was also interested in the asset and had a personal connection to the property, Tapia’s team swiftly realized they could help create a mutually beneficial conclusion. “Since the auction buyer was a real estate investor with plans to flip the asset anyway, the team worked to connect the two parties and settle on a price for the banking client to purchase the asset with a concurrent closing,” she explained. “Once the concurrent closings were finalized, the auction buyer had made a profit; the banking client was able to get the asset to which they had a connection; and, the servicer was able to satisfy the needs of their banking client.” Kristy Folino, managing director of valuations, chimed in. “I love that we are able to sit down and talk with clients until we have carved out a new process or found a new product that works well for the problem they are trying to solve.” Folino, like her colleagues, emphasized the scalability of ServiceLink as a linchpin in the company’s ability to solve problems and keep clients competitive and profitable in volatile times. “We are a national solution provider with a real passion for solving problems for our clients—and we understand and accommodate the urgency that comes with so many transactions,” she said. In a year when getting a traditional appraisal product can take longer than what is typical, many SFR lenders have turned to hybrid valuation products like ServiceLink’s Desktop Valuation with Inspection (DVI). The speed of the product is invaluable. Folino recalled several incidents in the latter half of 2020 when single-family rental (SFR) customers needed quick turn times on appraisals in order to save closings. “Because we have staff appraisers that complete our DVI product, we can turn these hybrid appraisal products very quickly—sometimes in
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