Blog | 16-Jun-2025
Every Customer Is Platinum:
A Leadership View from the Frontlines of Mortgage Operations
AUTHOR
Venkat N
SVP, Head of Underwriting & Corr Ops
Throughout my career in mortgage operations, I have worked with some of the biggest mortgage lenders in the business—and some of the smallest. Across that journey, one principle has guided me consistently: every customer, regardless of their size or volume, deserves the same level of service, attention, and respect. To us, every customer is platinum.
Why This Mindset Matters
In BPO and mortgage circles, there is often an unspoken bias: that high-volume customers deserve faster turnarounds, better resources, or more attention. But I have always believed that service quality should never scale with customer size. Whether we are onboarding a Fortune 500 lender or a startup in correspondent lending, the expectations are the same—accurate work, quick responses, and a partner who truly understands your business.
When I led greenfield correspondent setups—walking side by side with customers as they built their channels from scratch—we did not say, “We’ll give it our best once volumes ramp up.” We delivered from day one. We helped draft SOPs, ran test scenarios, built UAT scripts, and pressure-tested systems to ensure they scale. This is not just delivery excellence—it is a mindset. Every customer challenge, big or small, is an opportunity for us to learn, grow, and win together.
Scalability Is not Just About Headcount— It is About Intent
I have scaled teams from zero to 600 FTEs—but the real story is how we scaled without compromising quality. That happened because we built robust training academies and invested in homegrown talent. We did not chase the market for ready-made underwriters. We hired fresh graduates, taught them the fundamentals of credit, compliance, and customer context—and trusted them to grow into their roles. Sometimes it worked beautifully, sometimes we had to recalibrate. But over time, this approach helped us solve one of the industry’s biggest challenges: talent scarcity.
We did not just create capacity—we built capability. That is what made us truly valuable to our customers. And we did it for everyone. That’s been the key to success.
Most organizations talk about scalability in terms of infrastructure or staffing. But I have learned it is just as much about intent. Will you go the extra mile for every customer? Will you allocate your best talent to meet their needs? Will you treat their escalations with the same urgency across the board?
What Customers Value Most
Across the board—regardless of size or spend—every customer wants three things:
Reliable delivery with quality talent.
Not just headcount. Not placeholders. But people who understand the domain, appreciate the stakes, and execute with ownership.
Responsive, engaged partnerships.
They want to be heard. They want feedback to be acknowledged and acted on. They want a team that shows up, especially when the going gets tough.
Scalable operations.
Customers want to know we can flex when needed—be it seasonal spikes or new channel launches. That is why deep benches and strong training programs matter.
We have earned trust by consistently delivering on all three—not selectively, but universally.
It is Not Just About the Work—It is About How You Show Up
I have had customers with low volumes choose us because they felt unheard elsewhere. They have told us, “You partnered with us like we mattered.” That stayed with me. Because that is the standard we hold ourselves to. Every customer gets a callback. Every ticket gets resolved. Every concern is escalated when needed.
It is easy to treat large accounts well. The real test is how you show up for everyone. If you can serve with the same urgency and energy, regardless of volume, you have built something real. You have built value.
As leaders, we shape the culture. If we begin treating customers differently based on size, our teams will, too. That is why I make it a point to stay connected with all our customers—whether it is through review meetings, scorecards, or strategic check-ins; I stay close.
This is the value that keeps our customers loyal. It is what earns their trust—and keeps it.
Leadership Means Setting the Tone
In the long run, customers do not just remember what you delivered—they remember how you delivered. Respect. Responsiveness. Reliability. These are the values that build reputations that last beyond contracts.
So, when I say, “Every customer is platinum,” I am not being poetic. I am being practical. It is what allows us to scale without shortcuts, to grow without losing our soul, and to build partnerships that last.
That is the kind of business I believe in. And that is the kind of leadership I strive to bring—every single day.