Reflecting on a Year of Growth and Gratitude
As 2025 comes to a close, we’re celebrating a year of transformation, leadership, and continued commitment to excellence. In this month’s newsletter, meet our new Chief People Officer, explore insights from the latest industry reports, and learn how LERETA is helping servicers build stronger borrower relationships. Plus, don’t miss a special holiday message from all of us at LERETA.
Happy holidays message
As we look back on the year, we want to extend our sincere appreciation to the institutions and partners who have worked alongside us throughout 2025. Your collaboration, feedback, and trust have shaped our progress and pushed us to deliver even greater accuracy, transparency, and innovation across tax and flood servicing.
Thank you for being part of the LERETA community—we look forward to all that’s ahead in 2026.
LERETA Names Kelly Hebert Chief People Officer
LERETA has appointed Kelly Hebert as its new Chief People Officer, overseeing Human Resources, Training and Development, and Facilities.
Hebert has been with LERETA for six years, most recently serving as Senior Vice President of Strategy, where she led initiatives spanning organizational strategy, marketing, and client experience. As CPO, she’ll focus on advancing leadership development and strengthening LERETA’s people-first culture.
“Kelly has a unique ability to unite teams around shared goals and drive engagement across the organization,” said Katie Brewer, CEO of LERETA.
Employee Spotlight: Angie Swain
This quarter, we’re spotlighting Angie Swain, our Enterprise Quality Control Auditor, who has been with LERETA for two years following the Info-Pro acquisition!
Angie values the strong collaboration and support she shares with her colleagues, and outside of work, she enjoys horseback riding, gardening, traveling, exercising, and spending time with her family on their hobby farm in Wisconsin.
Blog Feature: Two Studies, One Message—Homeowners Are Frustrated and Communication Is Key
Recent data from J.D. Power’s 2025 Mortgage Servicer Satisfaction Study and LERETA’s Escrow Awareness Survey reveals a clear message: borrowers are frustrated, and communication is the key to rebuilding trust.
Satisfaction among mortgage customers dropped to 596, a full 131 points below originators, with more than half of homeowners reporting escrow-related surprises this year. The takeaway? Servicers who communicate proactively and clearly can turn confusion into confidence.
Industry Insights: Congress Renews NFIP, Faces Reform Calls
The National Flood Insurance Program (NFIP) has been extended through January 2026 after a 40-day lapse, offering temporary relief for policyholders and helping clear a backlog of delayed home closings and renewals. While the extension reinstates all policies retroactive to October 1, industry leaders emphasize that short-term fixes are no substitute for long-term stability.
The renewed push for FEMA reform, including the Fixing Emergency Management for Americans Act that would return FEMA to a cabinet-level agency, highlights how critical accurate flood data, clear communication, and consistent coverage are for lenders and servicers. With proposals aimed at improving mitigation and streamlining disaster response, many in the industry are focused on maintaining strong risk management as changes unfold.
Read the full article via Insurance Business
Executive Corner: Katie Brewer, CEO
A sincere thank you to the LERETA team, as this year we set ambitious goals, and together we delivered outstanding results. Our continued high SLA performance of over 99.7% stands as a testament to our commitment to excellence and reliability. Thanks to your attention to detail and dedication to our clients, we consistently exceeded expectations, delivering quality service that has strengthened our reputation in the industry. None of this would be possible without the passion, resilience, and teamwork that each of you brings to the table. Your efforts have made this year a success, and I am truly proud to work alongside such a talented and committed group.
To our clients – your collaboration and support have been instrumental to our success in 2025. We are deeply appreciative of the confidence you place in us and the opportunities you give us to deliver quality service and solutions. Partnering with you is a privilege, and we are committed to exceeding your expectations at every turn. Thank you for inspiring us to grow, innovate, and strive for excellence. We look forward to building on our relationship in the coming year and helping you achieve even greater success.
Wishing you and your loved ones a joyful holiday season and a happy new year!