Sept-Oct2020 Issue

Talking Heads Shawna James, Director, Mortgage Assets Management LLC By Darryl Hicks 12 Features 18 Loan Servicing During COVID-19 Experts predict long-term changes and challenges By Mark Olshaker 22 Loan Officers Adapt Past experiences and new tools improve sales By Joel Berg 26 The New Now Strategies will shift until new normal settles in By Thomas A. Barstow 29 Hope for Normalcy in Lower Midwest Lenders adjust but look toward meeting with clients By Joel Berg Columns 3 In Reverse Servicing, sales and structure By Thomas A. Barstow 5 Steve Irwin: Moving Forward We must exceed customer expectations 6 Money Sense Planning for healthcare costs By Merrill Lynch Wealth Management Departments 2 Scribes Meet this month’s contributors 8 The Biz Get up to date on the industry, the press and Washington, DC 34 Member News/Who’s Who in Reverse 36 Numbers Retirement security and savings September-October 2020 Volume 13, No. 5 CRMP: Across the Kitchen Table Dedicated to helping those in need: A chat with Becky Koontz, CRMP By Mark Olshaker 16 Contents PUBLISHER Peter Bell pbell@dworbell.com SENIOR EDITOR Thomas A. Barstow thomas.barstow@theYGSgroup.com ASSOCIATE EDITOR Darryl Hicks dhicks@dworbell.com MANAGING EDITOR Sam Hoffmeister samuel.hoffmeister@theYGSgroup.com COMMUNICATIONS COORDINATOR Jessica Hoefer STAFF WRITERS Joel Berg Mark Olshaker NRMLA PRESIDENT Stephen Irwin NRMLA EXECUTIVE COMMITTEE CO-CHAIRS Scott Norman, Finance of America Reverse Reza Jahangiri, AAG DESIGNER Tara Roth ADVERTISING SALES Natalie Matter Bellis natalie.matterbellis@theYGSgroup.com Reverse Mortgage is the official publication of the National Reverse Mortgage Lenders Association. The magazine is published every two months. For inquiries regarding association membership and/or magazine subscriptions, please call Darryl Hicks at 202-939-1784. Advertising and editorial inquiries should be directed to Max Lalwani (max.lalwani@theYGSgroup.com ) and Sam Hoffmeister (samuel.hoffmeister@ theYGSgroup.com), respectively. Association & Subscription Contact: National Reverse Mortgage Lenders Association 1400 16th St., NW, Suite 420 Washington, DC 20036 202-939-1760 lross@dworbell.com Industry: www.nrmlaonline.org Consumers: www.reversemortgage.org Advertising & Editorial Contact: National Reverse Mortgage Lenders Association 1400 16th St., NW, Suite 420 Washington, DC 20036 202-939-1760 ©2020 National Reverse Mortgage Lenders Association Borrower Chronicles Faith, strength and comfort in retirement By Mark Olshaker 32

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