Gabe Minton is executive vice president and chief informa-
tion officer at Guild Mortgage, where he leads the company’s
growing technology and information strategy. Minton joined
Guild Mortgage in 2017 and has more than 25 years of exper-
ience in leadership roles with mortgage and technology
companies. He specializes in strategy and execution, commun-
ication, software development and vendor relations. Reach
him at firstname.lastname@example.org.
of information when shopping for a mortgage, espe-
cially if they are first-time homebuyers. The most
trusted sources were mortgage lenders ( 32 percent), The mortgage industry has been moving in piecemeal fashion toward achieving the dream of the 100 percent digital mortgage xperience.
Artificial intelligence (AI), cognitive engineering and
predictive analytics all have the potential to improve
the mortgage experience through better, faster and
more accurate processes in marketing, origination,
servicing, compliance and home-loan education. In
addition, software automation can reduce time spent
on mundane, repetitive tasks, allowing staff to concentrate on more intelligent work with bigger payoffs, such
as solving complex underwriting issues or responding
personally and with empathy to pending defaults.
Technology is table stakes, however. For long-term
success, mortgage companies of all sizes need to up
the ante and commit to improving every part of their
processes and systems to deliver a total digital mort-
gage experience with the best possible consumer
engagement. Companies can’t just plug and play with
new technology to advance the digital mortgage.
Too often, mortgage companies jump into new technology initiatives without involving their teams early
in the planning, which can create internal and external
problems. They haven’t taken into consideration vital
information about consumer behaviors and preferences for connecting with originators as a part of installing the technology. It may be up to originators to take
the initiative to jumpstart these discussions.
Human touch needed
Fannie Mae’s recent mortgage-lender sentiment survey and national housing survey showed that consumers use both person-to-person and online sources
Go All-in With Digital Technology
Artificial intelligence, tempered by human interaction, can improve
the mortgage process
By Gabe Minton
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