Shane Ross, head of mortgage servicing for Newrez, is utilizing a mix of past experience and new technology to manage the wholly-owned Rithm subsidiary through unusual times.

"I think that this is an interesting cycle and one we haven't necessarily seen before," he told NMN. "Consumers have a tremendous amount of equity in their homes. At the same time, inflation is putting pressure on their ability to afford normal day-to-day expenses."

In an interview about strategies for improving the borrower experience in this environment, Ross addressed topics ranging from the history of modifications to the company's recent Specialized Loan Servicing acquisition. He also weighed in on the use of new artificial intelligence technology in conjunction with its proprietary system.

An edited and condensed version of his responses follows.