Identify communication friction
Five common sources of borrower communication friction.
PRACTICAL GUIDE FOR LENDING AND SERVICING TEAMS
The Hidden Friction in Loan Servicing Communications
A practical guide to making borrower communications clearer, more consistent, and easier to access—without adding another major IT project.
The hidden friction in loan servicing communications
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A practical guide for lending and servicing teams
Review your borrower communications
A statement, notice, or servicing letter may be one of the few direct interactions a borrower has with your organization. If the message is hard to understand, arrives through the wrong channel, or leaves the next step unclear, it can create unnecessary friction for both the borrower and your servicing team.
The 2026 ACI Speedpay Pulse Report finds that consumers value predictable due dates and real-time reminders, while financial pressure makes timing and clarity especially important. Those findings are a useful prompt for lenders to review communications related to their servicing processes.
This guide helps teams identify friction across document creation, approval, delivery, and digital access, and prioritize improvements without assuming the core lending system must be replaced.
Practical guide
Which of your borrower letters are causing problems?
Get a practical checklist for reviewing statements, letters, and notices. Enter your details, and we'll send it over.
What you'll get
Review your documents
A checklist for reviewing statements, letters, and notices.
Assess digital access
Questions to assess digital delivery and customer self-service.
Review communication governance
Governance considerations for templates, approvals, and version history.
Prioritize modernization
A practical framework for prioritizing modernization.
Questions about the guide
Which communications can I review with this guide?
You can use the guide to review borrower statements, servicing letters, and notices. The checklist helps you examine clarity, consistency, and access across those communications, while the broader framework connects your review to document creation, approval, delivery, and digital access.
Does the guide assume I need to replace my core system?
No. The guide helps you prioritize communication improvements without assuming your core lending system must be replaced. You can assess the workflows around your existing systems, identify sources of friction, and organize a practical modernization plan based on the communications your team manages.
Does the guide cover approvals and version history?
Yes. You will find governance considerations for templates, approvals, and version history, alongside a checklist for statements, letters, and notices. These topics help you review how changes move through your communication processes and where clearer controls could support consistency across borrower communications.
Can I use the guide to assess digital delivery?
Yes. The guide includes questions to assess digital delivery and customer self-service, with attention to how borrowers access communications. You can use those questions alongside the document checklist to examine channel choice, clarity, and the next steps communicated to your borrowers.
Better Communications Without a Big IT Project
Make every borrower message easier to act on with this checklist and practical framework
Get the Guide