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Strategies for Success: Prioritizing Tech Investments in Modern Mortgage Operations

Revamp Your Mortgage Services: Embrace Tech for Enhanced Customer Experiences. Discover 4 Strategies for Success in the Digital Era. Optimize Operations and Boost Retention.

OCTOBER 09, 2023

The mortgage industry is undergoing a seismic shift. Recent reports indicate that nearly 75% of mortgage providers are prioritizing digital investments, driven by the increasing demand for seamless borrower experiences. Additionally, with the market volatility, there has been a staggering 30% surge in borrower inquiries related to mortgage adjustments and interest rates. Both bank and non-bank mortgage service providers are currently under increasing pressure to not only enhance their customer service but also optimize their operational efficiency.

Instead of solely relying on manpower to address challenges, mortgage service providers should recognize the importance of strategic digital investments to improve customer retention. Improving the customer experience while lowering costs entails adopting a borrower-focused approach with the use of technology. Sharing 4 various strategies that can enable success in the future:

  1. Leveraging AI and Analytics in Mortgage Services:
    The era of data-driven decision-making is here. By tapping into the power of AI and analytics in mortgage services, providers can delve deeper into borrower engagement. Analyzing customer interaction history through speech and text analytics helps identify areas for improvement, predict borrower needs, and tailor engagement accordingly. In the realm of default management, analytics plays a pivotal role in segmenting accounts and deploying effective strategies.

  2. Balancing Technology and Human Interaction for Customer Engagement:
    While conversational chatbots and automation can handle many needs, human interaction should be reserved for tasks that cannot be automated. The specific strategies employed may vary among service providers based on their individual business needs. Yet, the importance of human interaction in resolving complex issues remains paramount. By implementing an effective omni-channel mortgage strategy, providers can streamline communication channels, ensuring borrowers always find the right touchpoint.

  3. The Power of Customer Journey Mapping in Mortgage Operations:
    Every interaction a borrower has with your brand tells a story. To truly comprehend this narrative, the tool of customer journey mapping in mortgage operations is indispensable. It offers a panoramic view of the borrower's experience, highlighting areas of improvement and innovation.

  4. Elevate Borrower Independence with Self-Service Options:
    The modern borrower is tech-savvy and values quick solutions. Borrowers frequently have common inquiries about interest rates, penalties, payment schedules, and more. Events such as regulatory changes or interest rate adjustments can trigger a surge in queries. Self-service portals can effectively address these questions, reducing the need for direct human interaction and borrower phone calls. In managing defaults, self-service portals prove especially beneficial for low-risk borrowers, allowing the allocation of agent resources and time to high-priority accounts. These portals empower borrowers to self-resolve while preserving the customer relationship. Intelligent automation in the backend can handle disputes without human intervention, resulting in a seamless 'zero-touch' dispute resolution process.

Navigating the complexities of modern mortgage operations demands a blend of innovative tech and customer-centricity. By strategically investing in digital capabilities, mortgage service providers, whether banking or non-banking, can not only weather the current market challenges but also thrive.

Accelerate Digital, Process and CX Transformation

Michael Danlang

Global Head of Mortgage

Michael Danlang

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