Planet Home Lending, LLC, a national lender and servicer, has hired Andrew Watson as senior vice president, Contact Center. A well-regarded mortgage servicing leader, Watson has experience in strategically elevating the call-center customer experience, Planet Home Lending announced in a release.
“As we continue to grow, Andy will be laser-focused on the customer experience at Planet, making sure we not only meet but exceed our call metrics and goals,” Planet Home Lending President Sandra Jarish said in the release. “He will bring a fresh perspective to the team along with new ideas and additional automation tools to ensure we continue to provide best-in-class service to our borrowers and clients.
“He has a knack for inspiring borrower-facing teams and building a collaborative environment in which employees are empowered to genuinely serve and support customers. Everywhere he goes, the metrics improve, and customer satisfaction is elevated,” Jarish added.
Watson’s first task, the company said, will be to finalize the staffing and build-out of the servicing center Planet Home Lending opened last year in Irving, Texas.
“I’ve been in mortgage servicing a long time,” Watson said. “I know what works during growth cycles, how to improve service levels and what it takes to be smarter and more efficient than the competition.”
Watson said he joined Planet for three reasons.
“First, Planet has a good reputation as a company and servicer,” he said. “Second, the culture is team-driven, and people reach across channels to share ideas and resources. And finally, the portfolio is on an upward trajectory, hitting $45 billion at the end of the second quarter. That’s a 117 percent year-over-year increase, including $11.7 billion in subservicing.”