Customer experience

The pursuit of a more digital mortgage business always involves a balancing act between the drive for automation and the preference or need many consumers may have for some kind of personal touch.

Discover Bank is approaching $1 billion in home equity-related receivables, a milestone for the six-year-old home-loan division that aims to rework the lending process for both its customers and loan officers.

Mortgage servicer customer satisfaction levels are among the lowest of any industry as more companies prioritize cost-cutting, regulation and default management over their borrowers, according to J.D. Power.

Amazon's reputation is built on customer fulfillment and technology innovation, but are those enough to guarantee success in the mortgage business?

Ally wants to increase productivity and improve the use of analytics to build on customer relationships.

A Western Union survey claims consumers are unable to tell the difference between humans and interactive voice response or artificial intelligence when needing customer or payment assistance, but their responses may say otherwise.

Only a fraction of mortgage borrowers return to their servicers to originate or refinance a mortgage loan, and it may be the industry's fault for not exhausting enough effort to keep them around.

The bank says it has restored access, but it hasn’t explained how a fire-suppression system at one facility could cause a nationwide outage across all of its channels, or how its system as a whole could have been left so vulnerable to the incident.

Customers reported being unable to access online banking, mobile banking or their debit cards.

Mortgage and real estate professionals are navigating new technology to support a better consumer experience and grow their customer base, but those who lose sight of the end goal are in danger, according to Remax CEO Adam Contos.