Trust, Service, and What’s Ahead in Mortgage Servicing
In this quarter’s newsletter, see what the latest J.D. Power survey reveals about borrower trust—and how servicers can rebuild it. Learn how LERETA and Operation Homefront are helping veteran families with annual property taxes, and get the latest insights on the Federal Reserve’s first rate cut since 2023. Plus, meet Hank Harvey, our Tax Status Researcher III, whose eye for detail keeps operations running smoothly. Let’s get into it.
How Mortgage Servicers Can Rebuild Trust in 2025
Borrower trust in mortgage servicing has hit a low point. According to the 2025 J.D. Power U.S. Mortgage Servicer Satisfaction Study, customer satisfaction dropped to an average score of 596—131 points lower than mortgage originators. What’s driving the decline? Poor communication, rising escrow costs, and limited flexibility.
In our latest blog, we break down the study’s findings and outline how servicers can rebuild confidence through smarter communication, modern automation, and proactive borrower support.
LERETA + Operation Homefront: Expanding Charitable Tax Grants for Veterans
LERETA has expanded its Charitable Tax Grants initiative, awarding the first two of eight property tax grants to veteran families in 2025. In partnership with Operation Homefront’s Permanent Homes for Veterans program, these grants help cover annual property taxes for military families who have completed the nonprofit’s homeownership and financial management program.
“We are incredibly grateful to LERETA for providing tax grants, which will relieve military families of this significant annual expense and help to ensure a strong, stable, and secure future.” — Retired Rear Adm. Alan Reyes, President & CEO, Operation Homefront
Read The Partnership Announcement
Industry Trends: Here are the 3 biggest ways the federal interest rate cut could impact your money
The Federal Reserve lowered its benchmark rate by a quarter point to a target range of 4% to 4.25%, its first cut since December 2023. While modest, the move could reduce borrowing costs across mortgages, HELOCs, and other loans. Average 30-year mortgage rates have already dipped to 6.35%—their lowest level in nearly a year.
Experts expect two more cuts in 2025 and one in 2026, potentially lowering rates by a full percentage point. That trajectory could ease strain for millions of homeowners, though savers may see declining yields on high-interest accounts.
For a closer look at what the Federal Reserve’s decision means for borrowers, lenders, and the housing market, see the full story at CBS News.
At LERETA, we keep servicers ahead of shifts like these with accurate tax and flood data that strengthens compliance and supports borrower trust.
Employee Spotlight: Hank Harvey
In August, we featured Hank Harvey, Tax Status Researcher III, who has been with LERETA for four years!
Hank’s role is all about precision—overseeing quality control for TIQA tax IDs, managing overseas workflow, and helping test new systems to keep operations running smoothly. He values the attention to detail his job requires, knowing his work has an impact across the company.
Outside of work, Hank enjoys a wide range of hobbies, from riding his motorcycle and fishing to flying drones as he works toward his FAA Drone Pilot’s license.
Executive Corner: Randy Kozlowski, Chief Strategy Officer
As we approach the final quarter of the year, the pace of tax servicing accelerates dramatically. With over 75% of the nation’s property taxes due between October 1 and December 31, Q4 is a critical time for servicers, lenders, and tax teams across the country. At LERETA, we’ve spent the year refining our processes, enhancing our technology, and training our teams to ensure that we, and our clients, are fully prepared for the busy season ahead.
To support this effort, we’ve created the Q4 2025 Tax Service Success Kit, a comprehensive guide designed to help you navigate the complexities of year-end tax servicing. Whether you’re a long-time client or simply looking to better understand best practices in the industry, this resource offers actionable insights and reminders to keep your operations running smoothly.
Inside the kit, you’ll find guidance on everything from submitting legal descriptions for incomplete contracts to understanding Mass Payment Return Dates (MPRDs). We also cover important deadlines, including the final day to remit funds to LERETA for year-end delivery, and provide clarity on preferred year-end states like Michigan, where timing can impact payment strategy.
For those servicing Wisconsin loans, we’ve outlined four distinct payment options to help you stay compliant with state-specific legislation. And for teams expanding or restructuring portfolios, we offer tips on acquisition readiness and contract maintenance. Plus, LERETA University remains open for self-paced training, ensuring your team is equipped with the knowledge they need, even during peak season.
We invite you to explore the full Success Kit and share it with your teams:
👉 View the Q4 2025 Tax Service Success Kit
As always, our mission is to support your success. Let’s make this Q4 our most efficient and impactful yet.