{"id":49715,"date":"2021-10-19T04:00:55","date_gmt":"2021-10-19T11:00:55","guid":{"rendered":"\/us\/en\/blog\/?p=49715"},"modified":"2025-07-01T06:14:54","modified_gmt":"2025-07-01T13:14:54","slug":"how-millennials-are-changing-loan-servicing","status":"publish","type":"post","link":"\/us\/en\/blog\/how-millennials-are-changing-loan-servicing\/","title":{"rendered":"How Millennials are changing loan servicing"},"content":{"rendered":"<p><b>Highlights:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Millennials have different communications preferences than their parents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They expect digital experiences with the human touch<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cloud communications platforms digitize communications without sacrificing personalization<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Millennials, the cohort of people born between 1980 and 1996, have been accused of changing many institutions, including retail and the food and beverage industry. Loan servicing has also been required to adapt to Millennials\u2019 preferences and habits.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"1132\" height=\"536\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/financial-services.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Financial services for millennials: Defining new contact methods and priorities<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1563196076\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-1563196076\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M128.187 26.9657V19.2047C128.187 16.8979 129.623 15.4317 131.896 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16.6477V16.5017C13.8424 15.8905 15.339 14.4051 15.339 11.0684C15.339 7.64031 12.782 5.14423 8.04169 5.14423H0V26.9657H3.73931V18.3H8.29354C10.4143 18.3 11.4746 19.3604 11.4746 21.4811V26.9817H15.2139V21.4811C15.2139 18.3946 13.9033 17.1482 11.6302 16.6477ZM7.84117 14.9329H3.73931V8.51618H7.83956C9.86562 8.51618 11.4233 9.35998 11.4233 11.7277C11.4233 14.0955 9.85119 14.9329 7.84117 14.9329Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M19.7329 9.60219C20.2077 9.60219 20.6729 9.46262 21.0676 9.19794C21.4638 8.93485 21.7718 8.55948 21.9531 8.11994C22.1359 7.68039 22.1824 7.19754 22.091 6.73233C21.998 6.26552 21.7702 5.83721 21.4333 5.50194C21.0964 5.16506 20.6697 4.93727 20.2029 4.84423C19.7361 4.75119 19.2532 4.79931 18.8153 4.98219C18.3758 5.16506 18.002 5.47306 17.7373 5.86769C17.4742 6.26231 17.333 6.72752 17.3347 7.20235C17.3298 7.67879 17.4694 8.144 17.7325 8.54023C17.9956 8.93646 18.3726 9.24446 18.8137 9.42412C19.1041 9.54604 19.4169 9.6054 19.7329 9.60219Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/netstorage.ringcentral.com\/documents\/financial_services_millennials_new_contact_methods_priorities.pdf\" class=\"view-all view-all-white \" data-dl-name=\"Get guide now\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Get guide now<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1563196076\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1563196076\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Financial institutions can make loan servicing more appealing to Millennials by providing a smooth, engaging customer experience.<\/span><\/p>\n<h3><b>What Millennials want out of the loan servicing experience<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Millennials, the cohort of people born between 1980 and 1996, are a diverse group, yet by and large, they\u2019re a generation that feels<\/span><a href=\"https:\/\/thefinancialbrand.com\/62142\/millennial-digital-mortgage-lending\/\"> <span style=\"font-weight: 400;\">comfortable with digital products and services<\/span><\/a><span style=\"font-weight: 400;\">. They\u2019re more likely to do their banking (including loan requests and repayments) through apps than they are to set foot in a branch;<\/span><a href=\"https:\/\/www.cnbc.com\/select\/why-millennials-gen-z-use-mobile-banking-apps\/\"><span style=\"font-weight: 400;\"> 98 percent of Millennials<\/span><\/a><span style=\"font-weight: 400;\"> use banking apps for activities such as paying bills and viewing account balances.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At the same time, they don\u2019t necessarily want a completely digital experience. Millennials also value the human touch, and they want the option to speak with a real person.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They also look for a company that offers around-the-clock service as well as one that responds quickly to queries. Financial institutions should also offer more than one communication channel, which gives Millennials the flexibility and empowerment they crave. One example might be a chatbot that operates 24\/7 so that they can receive answers to the questions they need at any time of day or night.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are a few other fast facts about Millennials that reveal what they want from a financial institution:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Millennials account for approximately 47% of all mobile banking and finance users. (<\/span><a href=\"https:\/\/www.paymentsdive.com\/ex\/mpt\/news\/millennials-lead-mobile-banking-charge-study-says\/?\"><span style=\"font-weight: 400;\">PaymentsDive.com<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Millennials average 114 transactions per month with their financial services organizations. (<\/span><a href=\"https:\/\/www.bai.org\/wp-content\/uploads\/2021\/04\/banking-attitudes-generation-by-generation.pdf?_ga=2.130830543.1958023928.1630705054-381968926.1630705054\"><span style=\"font-weight: 400;\">BAI<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">43% of Millennials have abandoned a mobile banking transaction because of poor user experience. (<\/span><a href=\"https:\/\/www.paymentsdive.com\/ex\/mpt\/news\/millennials-lead-mobile-banking-charge-study-says\/?\"><span style=\"font-weight: 400;\">PaymentsDive.com<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">48% of Millennials have accounts at more than one type of financial institution. (<\/span><a href=\"https:\/\/www.kasasa.com\/articles\/generations\/millennial-study\"><span style=\"font-weight: 400;\">Kasasa.com<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">59% of millennials look for personal advice on topics ranging from savings to budgeting to credit cards, and they will contact social media or chat representatives for advice. (<\/span><a href=\"https:\/\/everfi.com\/blog\/financial-education\/marketing-financial-services-to-millennials-2\/\"><span style=\"font-weight: 400;\">EverFi<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Millennials are the most likely generation to switch their primary bank. (<\/span><a href=\"https:\/\/www.gallup.com\/workplace\/237734\/ways-banks-win-keep-millennial-customers.aspx\"><span style=\"font-weight: 400;\">Gallup<\/span><\/a><span style=\"font-weight: 400;\">)\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">75% of Millennials say they would switch their primary financial services organization for a better mobile experience. (<\/span><a href=\"https:\/\/www.bai.org\/wp-content\/uploads\/2021\/04\/banking-attitudes-generation-by-generation.pdf?_ga=2.130830543.1958023928.1630705054-381968926.1630705054\"><span style=\"font-weight: 400;\">BAI<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">84% of Millennials are comfortable with AI-driven financial advice. (<\/span><a href=\"https:\/\/thefinancialbrand.com\/114280\/banking-preferences-gen-z-millennial-gen-x-boomer-covid-19\/\"><span style=\"font-weight: 400;\">The Financial Brand<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.broadridge.com\/_assets\/pdf\/broadridge-targeting-the-digital-generation.pdf\"><span style=\"font-weight: 400;\">A third of Millennials<\/span><\/a><span style=\"font-weight: 400;\"> want access to information, anytime, anywhere, and on any device.<\/span><\/li>\n<\/ul>\n<h2><b>How can financial institutions appeal to Millennial customers?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Appealing to Millennial customers doesn\u2019t have to be challenging or complicated. Millennials value simplicity and authenticity; they\u2019ll notice if a financial institution hasn\u2019t invested in the right solution to streamline digital experiences and communication. It\u2019s why <\/span><a href=\"https:\/\/www.mx.com\/assets\/resources\/ult-guides\/ultimate-guide-to-bank-marketing.pdf\"><span style=\"font-weight: 400;\">44 percent of Millennials <\/span><\/a><span style=\"font-weight: 400;\">only bank with three big banks (Chase, Bank of America, and Wells Fargo), because the mobile experience at those institutions is superior to their competitors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A cloud communications platform enables financial institutions to reach Millennials and fill their need for a streamlined experience. What does a streamlined experience include? It\u2019s about being able to submit information digitally, having the ability to connect with the lender around the clock, and getting answers to questions on the spot. Who wants to waste time bringing in documentation to a bank and waiting for weeks for mortgage approval?<\/span><\/p>\n<h2><b>How can cloud communications platforms improve the loan servicing experience for Millennials?<\/b><\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/what-is-ucaas\/\"><span style=\"font-weight: 400;\">Cloud communications platforms<\/span><\/a><span style=\"font-weight: 400;\"> are a set of communication tools in a single cloud-based platform, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Telephony<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Video conference<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chat<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Fax<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">File sharing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Screen sharing<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">They can also be used in a contact center so it\u2019s easier for borrowers and lenders to communicate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A cloud communications platform digitizes your communications by enabling customers to connect with lenders from any device and to share information electronically. Here\u2019s how:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offering flexible digital communication channels such as video conferencing, telephony, and chat<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing self-service options<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Making it easy to collaborate internally\u2014lender employees can share information digitally with a few clicks<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Being available around the clock<\/span><\/li>\n<\/ul>\n<h3><b>Offering flexible digital channels<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Millennials don\u2019t necessarily share their parents\u2019 preferences for communicating with financial institutions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Research from TD Bank shows<\/span><a href=\"https:\/\/everfi.com\/blog\/financial-education\/marketing-financial-services-to-millennials-2\/\"> <span style=\"font-weight: 400;\">59 percent of Millennials<\/span><\/a><span style=\"font-weight: 400;\"> search for advice on finance topics online, then will reach out to the financial institution through social media chat or through live chat on the brand\u2019s website.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Millennials also feel comfortable communicating through<\/span> <span style=\"font-weight: 400;\">video conferences. Don\u2019t discount the phone; Millennials place calls to their financial institutions<\/span><a href=\"https:\/\/www.bain.com\/insights\/bank-branch-call-center-traffic-jam\"> <span style=\"font-weight: 400;\">1.7 times more often<\/span><\/a><span style=\"font-weight: 400;\"> than their Baby Boomer parents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A financial services communications solution offers chat, telephony, and video conference for flexible communications options during the lending process; borrowers and lenders can easily communicate with one another and collaborate through screen and file sharing.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49716\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/millennials-financial-services.jpeg\" alt=\"RingCentral for Financial Services\" width=\"930\" height=\"436\" \/><\/p>\n<h3><b>Providing self-service options<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Millennials prefer self-service. Research from Chase shows that<\/span><a href=\"https:\/\/www.cnbc.com\/select\/why-millennials-gen-z-use-mobile-banking-apps\/\"> <span style=\"font-weight: 400;\">98 percent<\/span><\/a><span style=\"font-weight: 400;\"> of that cohort uses banking apps.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why is that the case? Millennials like the speed and convenience of being able to do things themselves. It\u2019s typically faster than contacting a customer service representative for help.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Financial services communications solutions provide self-service options in the form of knowledge bases and chatbots. Millennial customers don\u2019t need to turn to someone to answer their questions about loan servicing; they can find information at their fingertips.<\/span><\/p>\n<h3><b>Making it easy to collaborate<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Another thing Millennials value is the ability to share information easily. If there\u2019s an issue with their loan, they want to know right away. Furthermore, they\u2019re used to taking screenshots of problems and sending them to customer service representatives when things go wrong.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By using a cloud communications solution, lenders and customers can share information easily. Lenders can notify customers through text messages, phone, or even video conference that there\u2019s an issue to handle, and file and screen sharing capabilities allow customers and representatives from the lender to transfer digital information instantly between one another.<\/span><\/p>\n<h3><b>Creating a dedicated hotline to a representative<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Financial services communications platforms have contact center functionality. They can be configured so a customer can call or chat with a dedicated customer service representative. For customers, this saves time and energy; they don\u2019t have to explain their history to a new representative every time they interact with the lender.<\/span><\/p>\n<h3><b>Providing representatives access to customer information<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Part of what enables a smooth and effective customer experience is when the customer service representative you\u2019re speaking to has access to your history with the loan. That means the borrower doesn\u2019t have to recount everything she\u2019s been through with the lender; it\u2019s all in front of the customer service representative.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Financial services communications solutions integrate with systems of record such as CRMs, so customer service representatives can better help their customers. The integration also allows for auto logging calls and updating the CRM record. In this way, more insight about the borrower is captured.<\/span><\/p>\n<h3><b>Being available around the clock<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Research shows that Millennials expect information on demand.<\/span><a href=\"https:\/\/www.broadridge.com\/_assets\/pdf\/broadridge-targeting-the-digital-generation.pdf\"> <span style=\"font-weight: 400;\">A third of them<\/span><\/a><span style=\"font-weight: 400;\"> want access to information, anytime, anywhere, and on any device.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Financial services communications solutions automate communications. This technology can send notifications or messages whenever a customer takes an action, no matter what time of the day or night it is. Additionally, they can be configured so a chatbot can answer customer questions outside of office hours.<\/span><\/p>\n<h2><b>Create a better customer experience with RingCentral\u2019s cloud communications platform<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s financial services communications platform provides flexible communications options, self-service capabilities, easy information sharing, a personalized experience, and automation. To learn more,<\/span><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/business-communications-for-financial-services.html#insurancee\"> <span style=\"font-weight: 400;\">get a demo<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Millennials have different communications preferences than their parents They expect digital experiences with the human touch Cloud communications platforms digitize communications without sacrificing personalization Millennials, the cohort of people born between 1980 and 1996, have been accused of changing many institutions, including retail and the food and beverage industry. Loan servicing has also been &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49717,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18836],"tags":[7328,3865,43167],"class_list":["post-49715","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-financial-services","tag-cloud-communications-platform","tag-financial-services","tag-loan-servicing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Millennials are changing loan servicing | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Millennials are changing loan servicing, but financial services communications platforms help lenders meet their needs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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