In the Financial Services world, times are changing quickly. The transition from call centers, to contact centers, to omni-channel communications has been a transformative process thanks to ever evolving technologies.
Over the past three years, participants in consumer finance, including originators, investors, and servicers, have enjoyed a prosperous period. With numerous forms of government stimulus, such as low interest rates, rental assistance, mortgage forbearance, student loan forbearance, tax credits, and individual stimulus checks, US consumers found themselves with more liquidity than usual, resulting in an incredible multi-year stretch of outstanding performance for consumer loan portfolios.