The rating agency pointed to the firm's robust internal controls and seasoned leadership as primary drivers for the improved standing. Despite a significant rise in call volume, the company maintained minimal wait times and near-zero abandonment rates, boasting a 94.1% customer satisfaction score and an 88% first-call resolution rate. These performance markers have become central to the company’s effort to secure new lender partnerships.

President Toby Wells attributed the success to a focus on personnel development and technology investments that empower staff to handle complex loan administration. To maintain these standards during rapid expansion, the firm recently onboarded a large class of new employees. As part of the Cornerstone Capital Bank family, the servicing division now positions itself as a scalable extension of its clients' internal teams, emphasizing brand consistency and reliability for both investors and homeowners.