Roberto Hernandez

Roberto Hernandez


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.

All Roberto Hernandez's Stories
What components of the mortgage servicing experience do customers value the most? What are the key attributes that drive a successful interaction when something goes wrong and a customer complains? This session will provide insights and leading practices related to how to enhance the customer experience in mortgage servicing: The balance between traditional and digital service delivery channels, addressing wait/response time expectations, and addressing process transparency expectations.
Restrictions on banks’ ability to hold MSRs due to Basel III have opened the flood gate of servicing rights moving from banks to non-banks in significant numbers. Add to this the already hostile regulatory environment and it’s no wonder servicers are seeing increased scrutiny of servicing work around transfers. This expert panel will review the key steps required to smoothly onboard mortgage servicing transfers, as well as look at the common challenges and how best to navigate today’s...
Recent regulatory bulletins on vendor risk management created both an imperative and an opportunity to step back and strategically re-evaluate how the use of third parties aligns with a servicer’s business model, business objectives and risk appetite. For vendors in the servicing industry, the costs to demonstrate compliance have pushed many leaders to rethink how they prepare for and respond to clients’ requests in a more efficient way. We will look at the strategic implications of new...
If refinance volumes continue to decrease and regulations limit product differentiation, customer experience becomes a key differentiator for mortgage originators. Understanding customer segmentation and the key needs and expectations for customer segment will be the first step to increasing market share and high closing rates. Mortgage originators must configure their technology and operations to execute on the experience of each customer segment. PwC has surveyed over 700 prospective and...