Longbridge launches RetentionIQ to protect broker pipelines

"It's our responsibility as a lender to service the borrowers in our portfolio. But we also are sensitive and respect that many of these borrowers were originated by a trusted partner. RetentionIQ prevents Longbridge's retail team from contacting borrowers in a broker's active pipeline, automatically directing these customers back to their original advisers."

"RetentionIQ uses automated logic to the loan origination system to determine how outreach should occur. It also monitors common refinance intent signals, such as payoff requests. The program standardizes outreach by sending borrower mailers at one, three and six months that include the originating partner's contact information."

Longbridge Financial introduced RetentionIQ, a program addressing channel conflict between retail and wholesale operations at multichannel lenders. The system automatically prevents the retail team from contacting borrowers already in a broker partner's pipeline, directing customers back to their original advisers. RetentionIQ uses automated logic integrated with the loan origination system to determine appropriate outreach timing and methods. The program standardizes borrower communication through mailers sent at one, three, and six months, each including the originating partner's contact information. This structured approach replaces the previous informal process where partners had to contact Longbridge directly to prevent retail interference. Longbridge, which services approximately 50,000 borrowers representing $15 billion in managed loans, operates with wholesale accounting for 75% of business across 1,300 approved partners.

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