Industry experts Marc Bator, vice president and senior director of strategic partnerships, and Phil King, vice president, product management, valuation, discuss the way ServiceLink has changed the game by offering efficient, tech-enabled scheduling tools to the mortgage market.

When it comes to buying a home, research has proven that people are looking for a quick and efficient process. Respondents from the 2026 ServiceLink State of Homebuying Report confirmed homebuyers want to see more technology in the mortgage process, and they will proactively seek out tech-savvy lending organizations to ensure their own superior mortgage experience. In fact, 87% of respondents said that the ability to digitally schedule appraisal and closing appointments would influence their decision to work with a specific lender. Many lenders are taking notice of this shift and turning to ServiceLink for help as they look to infuse more technology throughout the process, including during the appraisal and signing events, both critical milestones that can impact borrower satisfaction overall.

Marc Bator, vice president and senior director of strategic partnerships, and Phil King, vice president, product management, valuation, answer questions about how ServiceLink’s real-time scheduling solution for valuations and closings improves the process for not only lenders, but all stakeholders involved.

Q: What are some features in EXOS® that help to speed the process along?

A: “EXOS gives valuation professionals the ability to manage everything from their device, putting the power in the palm of their hands,” King says, emphasizing how it has transformed the scheduling process. “A lot of providers were still using paper calendars and writing their schedules down on paper. With EXOS, they get appointments when and where they want them. They communicate easily with ServiceLink or the property contact right through the mobile app.” Bator agrees, adding, “Back in the day, lenders, borrowers and notaries or attorneys had to coordinate their availability manually, which sometimes resulted in a game of phone tag. This scheduling tool helps us get the orders to our best notaries and attorneys quickly and efficiently. They share their calendar; it’s all easy and automated.”

Q: What are some of the different scheduling options you can provide and how do they make the process more efficient?

A: “We offer real-time availability into our notaries’ calendars. People can pick the dates and times instantly. Customers, lenders, whoever is scheduling, simply selects their desired appointment time and then it’s done,” Bator says. “We provide many options like in-person or remote online notarization (RON) and have even added in-branch scheduling of in-person electronic notarization (IPEN) appointments. No other organization has this ability.”

Bator also notes the success in electronic offerings provided, “We’ve seen a lot of success in our eClosing panel because we can schedule those appointments for the same day. Our panel is available on demand, and the borrower can close the same day. This is a huge win for lenders.”

Q: What features increase transparency in the process?

A: “We provide a level of control to the borrower by providing them real-time, instant feedback of who their valuation professional is. We provide control to the realtor on a purchase, allowing them to determine when they want to have their home inspected. We’re providing just another level of customer service and transparency to that property contact,” King says, also highlighting the benefits of having more control throughout the process. “To be able to have some control in a process where everything happens behind the scenes — picking when you want your home inspected, knowing who the valuation professional is going to be, getting notifications throughout the process of when they are going to arrive — it all provides a level of customer service that no one else in the industry is doing right now.” Bator agrees, noting that signing has similar touchpoints with the borrower.

See more of Marc and Phil's discussion here.

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