Sept/Oct 2021 Reverse Mortgage Magazine

From the Top Sergey Dyakin, Chief Information Officer, Celink By Darryl Hicks 12 Those We Help Reverse mortgage helps couple keep their lakefront home By Darryl Hicks 32 Features 18 Servicers Adjust to Changes Technology and pandemic drive innovations By Joel Berg 22 Working with State Regulators CSBS expert offers tips, updates on new initiatives By Thomas A. Barstow 26 Financial Planner Opportunities Experts: Path is bumpy, but ride is worth it By Thomas A. Barstow Columns 3 In Reverse Servicers provide the assists in loan wins By Thomas A. Barstow 5 Steve Irwin: Moving Forward Align customer expectations with service 6 Money Sense by Merrill Retirement checklist for couples Departments 2 Scribes Meet this month’s contributors 8 What’s News Get up to date on the industry, the press and Washington, D.C. 34 Member News/Who’s Who in Reverse 36 Numbers A closer look at the retirement confidence survey September–October 2021 Volume 14, No. 5 CRMP: Across the Kitchen Table CRMP’s love of seniors leads to love of career: A chat with Robin Loomis, CRMP, Bay Equity By M. Diane McCormick 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 PRESIDENT Stephen Irwin NRMLA EXECUTIVE COMMITTEE CO-CHAIRS Scott Norman, Finance of America Reverse Mike Kent, PHH Mortgage Corp. 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 ©2021 National Reverse Mortgage Lenders Association