How we are responding to the COVID-19 pandemic
BSI Financial responds to COVID-19

April 8, 2020 | Update for Clients

BSI Financial is here to help you.

We have adopted strategies to mitigate the risk of COVID-19 affecting our staff and our operations. We have transitioned to a secure work-at-home strategy to minimize exposure to the virus. Our executive team meets daily to review our procedures to ensure we are responsive and compliant.

Thanks to the investments we have made in technology, we are more accessible to borrowers today than anytime in our past. We continue to perform quality assurance on our entire servicing portfolio every day, identifying and resolving exceptions before they become problems. Real-time reporting on loan status and condition continues.

We are virtually connected to each other, to the borrowers we serve and to you, our valued clients and associates. Please reach out if we can be of service in these challenging times.

We remain enthusiastically yours,

The Men and Women of BSI Financial Services

March 27, 2020 | Update for Clients

We want to update you on the steps we have taken to minimize our exposure to the COVID-19 virus as we service your borrowers.
  • As of Friday March 20, our workforce has transitioned to working at home. All remote locations use secure connections to access borrower files.
  • Using BSI ASSET360, we can produce a report that lists borrowers that have called in to our Customer Service team for assistance.
  • We have implemented a utility that enables borrowers to request a call-back when they dial in for service. This alleviates frustration that can occur with hold times while freeing up the caller's phone.
  • We have added language to our borrower web portal explaining to borrowers the steps we are taking relative to COVID-19.
  • We are adding the ability for borrowers to apply online for mortgage relief, which will also enable us to text and email the borrower.
In the course of these changes, customer wait times have increased, on average, by 30 seconds. We hear reports that some lenders' hold times have increased by as much as 50 minutes.

Our executive team is closely monitoring the situation. We are actively evaluating staffing levels and will add additional staff as the needs of the business evolve. We are also tracking changes to government programs and will adjust our protocols as needed.

As always, contact us if you have questions or we can help you in any way.  We will get through this together.

March 18, 2020 | Update for Borrowers

What BSI Financial is doing to address Coronavirus

In this time of change and uncertainty, we want to reach out and tell you how we're supporting you as we protect our employees and communities.
  • Accessing your account online is the fastest way to get an answer. MyLoanWeb and our Mobile App are available around the clock. If you're not already signed up, go here.
  • Call wait times may be longer than usual as we adopt new protections for employees.  But we're still here to receive your calls. Our call center hours have temporarily changed: we are now available from 8:00 AM to 8:00 PM (Eastern). Please leave a message if you call after hours and we will return your call.
  • If you're experiencing financial difficulty, you can request assistance online or via this link.
We appreciate your patience and understanding -- and your business -- as we deal with this event.

Sincerely yours,

BSI Financial Services

March 17, 2020 | Update for Clients

Standing with Our Community

We want to inform you of our plan to maintain a safe business environment as we and the nation brace for the Coronavirus (COVID-19) outbreak. This is a unique event and our focus is on keeping our people and our communities safe as we work to support you.

Here are the steps we are taking in response to the outbreak:
  • Our Business Continuity Team meets daily to review business practices and to ensure we are in lock step with local, state and Federal guidelines for dealing with the virus.
  • We are accelerating our work-at-home business model during the outbreak. We are implementing this department by department to ensure a smooth transition and to minimize any business disruption. The security of client information will be strictly maintained.
  • Our offices will be staffed with a small team of employees whose jobs are critical to business operations. We are practicing social distancing, and any meetings are being conducted by teleconference.
  • We are restricting non-essential business travel for employees and strongly encouraging the use of video or phone conferencing.
While we will endeavor to maintain our level of support, we ask that you be patient as we transition to a business model that protects the health and well being of our staff.

We wish you the best,

Gagan Sharma
President and Chief Executive Officer