Lacca will manage Cenlar’s credit union customers. He will also work directly with CU Servnet, a credit union service organization (CUSO) dedicated to servicing mortgages. CU Servnet’s sole purpose is to generate ideas, design, build and implement new product initiatives for credit unions, and then market mortgage service experiences to credit unions.
Cenlar has been a partner of CU Servnet since 2005. Lacca will work alongside the CU Servnet Board of Directors to strategize on important initiatives to advance the credit union experience in mortgage subservicing.
“I am passionate about the member experience. My 20+ years of building teams to provide the best service to members has prepared me to share insights and best practices not only with the experienced credit union operations team, but also with managers. customers who build lasting and trusting relationships with our customers,” said Lacca.
Prior to joining Cenlar, he held several positions with the Police and Fire Federal Credit Union (PFFCU). His most recent role at PFFCU was as Retail Manager, where he led a premier member experience for the credit union. Lacca has been instrumental in consistently exceeding member experience satisfaction scores, new account growth, and annual return on assets (ROA) goals. For three consecutive years, PFFCU has been awarded “Best of the Best” in Member Experience by MemberXP, a prestigious designation given to credit unions that provide exceptional levels of member service.
“Its in-depth knowledge of the credit union model and the experience of its members will be invaluable in strengthening relationships with existing credit union partners,” commented Matthew Detwiler, Senior Vice President, Customer Relationship Management.