Wednesday, April 22, 2026
1:30 - 2:30 PM
This panel session brings together experienced lending officers to share practical strategies for maintaining strong customer engagement during periods of market volatility. Panelists will discuss effective ways to communicate rate changes proactively, guide borrowers through higher payments or affordability concerns, and recognize early indicators that a customer may be exploring other options. The session will also highlight responsible approaches to using value‑add products and the importance of strengthening referral‑partner relationships when conditions become uncertain.
Attendees will leave with simple, actionable tactics for improving customer retention in stressful market environments, along with easy‑to‑use metrics that help identify potential churn early and support timely, targeted outreach.
LEARNING OBJECTIVES
1) Hear proven tactics tailored to stressed markets.
2) Use simple metrics to spot churn early and intervene with targeted conversations/outreach.
