Roberto Hernandez


PricewaterhouseCoopers LLP

Roberto is a Principal in PwC’s Consumer Finance practice. He has extensive experience in advising clients on mortgage operations, mortgage servicing transfers, strategic planning, process improvement, risk and profitability analysis, and customer experience.

Roberto has over 15 years experience in the financial services industry in both a consulting capacity and also working for two of the top 10 global financial institutions. Roberto is a frequent speaker at industry conferences such as: Mortgage Bankers Association (MBA) National Convention, The National Mortgage Servicing Conference, and the Residential Loan Production Conference on topics such as Servicing Profitability, Customer Retention Strategies and the Future of Mortgage Banking.

Recent Stories From this Author

Mortgage Servicing Experience Radar - Catching Up with Customers’ Expectations
January 13, 2015 What components of the mortgage servicing experience do customers value the most? What are the key attributes that drive a...

Best Practices for Onboarding MSRs
January 29, 2014 Restrictions on banks’ ability to hold MSRs due to Basel III have opened the flood gate of servicing rights moving from banks...

Vendor Risk Management for Mortgage Servicers
January 29, 2014 Recent regulatory bulletins on vendor risk management created both an imperative and an opportunity to step back and...

Pre-Conference Workshop: Listen to the Voice of the Customer - What is important to borrowers and how can technology help tailor a better customer experience to capture more volume?
August 26, 2013 If refinance volumes continue to decrease and regulations limit product differentiation, customer experience becomes a key...