
Improving borrower experience is a top priority for mortgage industry professionals, but relying too heavily on digital can backfire. For example, speeding up digital onboarding yet neglecting lender response times won't achieve your goal. Instead, focus on reducing friction throughout the entire lending process, whether the borrower chooses to engage face-to-face, on the phone, or digitally.
Borrowers also increasingly demand transparent information and tools that empower them to make informed decisions. To meet those demands, you'll need to balance people, process and technology. Read this article to learn six ways to up your borrower experience game, including:
- The importance of gathering borrower data early to build trust
- How to measure what works and tweak what you can improve
- Strategies for engaging borrowers in conversation