Employee Spotlight: Tim Korby, VP of Customer Relations

For 15 years, Tim Korby has been a steady, reassuring presence at Midwest Loan Services (MLS), someone who believes deeply in clarity, communication, and doing right by every borrower who reaches out for help. As VP of Customer Relations, he leads teams across Customer Service, Special Loans, and Collections with a calm, solutions-focused approach shaped by years of hands-on experience.

Tim is truly “homegrown,” starting as an entry-level collections associate before moving through Foreclosure, Bankruptcy, and management roles. Along the way, he discovered what he enjoyed most: “finding ways to remedy customers’ concerns.” His passion for problem-solving and process improvement naturally led him to customer relations, where he could make the biggest impact.

When Tim thinks about his work, one type of moment always stands out: the shift in a borrower’s voice when confusion turns into relief. As he shared, “Customer relations are about translating a complex servicing environment into something understandable and actionable for the borrower.” Helping someone move from stress to clarity is what makes the work meaningful.

One borrower interaction has stayed with him—a caller overwhelmed by conflicting communications who feared they had missed something critical. After walking them through each step, their anxiety melted into gratitude. “Moments like that reinforce how impactful clear communication can be in servicing.”

Tim instills in his team the importance of listening first. Borrowers who reach out stressed or confused often need reassurance as much as information. His guidance is simple but powerful: slow down, understand the concern, and break complex concepts into clear, manageable steps. When borrowers feel heard, the entire tone of the interaction changes.

Tim is quick to highlight the strength of cross-team collaboration at MLS. Many borrower issues require coordination across departments, and he’s seen firsthand how effective communication leads to faster, clearer resolutions. He recalls moments when multiple teams—Customer Service, Collections, Escrow, Special Loans—came together to resolve a complex issue the same day. That level of teamwork ensures borrowers don’t have to keep calling back.

As subservicing evolves, Tim believes customer relations teams must focus even more on clarity, adaptability, and proactive communication. While technology will continue to streamline processes, the human element remains essential: “The ability to listen, interpret borrower needs, and guide them through complicated situations will always be critical.”

MLS isn’t just a workplace for Tim—it’s home. He speaks with deep appreciation for his team and credits much of his growth to the mentorship of SVP Rhonda Welsh, noting her significant influence and leadership. “We have a great team here at MLS,” he says, and he’s committed to pursuing excellence as they continue striving to deliver the best customer service in the business.

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