Full digitization and total automation have been the goals of the mortgage industry for years. Advances in technology inch closer to making it a reality.
As they do, lenders need to stay close to the cutting-edge to achieve a satisfactory customer experience with the increasing amount of digitally savvy borrowers coming to market. The technological streamlining of the loan process makes it more convenient for consumers and cost-effective for originators. Leveraging automated data instead of documents also reduces risk effectively.
The next frontier includes having the entire ecosystem of lenders, servicers, title insurers and appraisers digitally connected so information can be shared instantly and seamlessly. That leap would reinforce compliance as well, eliminating the need for manual checks.
However, lenders also
"There's clearly more than room for it. I think there's a need for a human touch in this process, in fact consumers are demanding it," Tim Mayopoulos,
About 70% of consumers said they still want to talk to a person when engaging in a transaction and more than 24% said it doesn't matter if it's
The technology revolution makes some industry workers worry that they are, in a professional sense,
"What the loan officer of the future will do is what the consumer really needs and wants: getting that trusted advice as opposed to processing lots of administrative tasks," Mayopoulos said. "I think the future is a world like Apple. You can walk into the Apple Store, you can talk to people at the Genius Bar, they recognize people are still looking for that human connection when they need it and want it."
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The trend report also showed 44.5% of consumers believe humans in general won't be completely replaced as workers in the next decade because fintech bots can't replicate empathy. While 35.3% said they create a more frustrating experience and 20.3% think they can't solve complex problems.
"The direction we see things going is, you have to provide a frictionless transaction experience,"
The end-to-end mortgage journey will be augmented by higher levels of automation and technology, but a safety net of human interaction will be needed retain customers.
"If I'm just a number in a massive organization and all they care about is pushing through transactions, I'm not really being valued as an individual," Welu said. "The way I way I feel valued is if somebody understands the lens that I'm looking through based on my stage in life."