One of the key areas of focus for the Mortgage industry in 2017 that is carrying into 2018 and beyond is the importance on delivering a better overall borrower experience. Lending success in the future will greatly depend upon the ability to deliver a streamlined and digital experience to the customer – one that enables the borrowers to feel more knowledgeable and empowered in the process. That’s what building a more powerful lending enterprise will mean in the year ahead.
Recently, we published a white paper that will help lenders achieve this goal. Titled, “10 Ways Document Management Can Optimize the Borrower’s Experience,” the paper offers advice for delivering the digital experience today’s borrowers expect. And make no mistake, the expectations are much higher today than they were in the past. Providing an excellent experience will set great companies apart and failing to do so will result in losing business to companies who make it a priority.
Why focus on documents?
In the lending process, customer experience is most impacted by the many documents a consumer must read, sign and deliver. From the initial application to disclosures to closing, making documents clear, accurate and easy to access can make the difference between a frustrated customer and raving fan.
The right dynamic document solution partner can optimize the lender’s delivery of an exceptional customer experience. In part, this results from specialized technology, but it also springs from domain expertise, adept staff members and compliance experience. This is one of the most powerful ways the right partnership can help any lender deliver an excellent customer experience.
The power in providing the right documents at the right time
Signing documents electronically delivers no benefit to the lender if the documents the consumer signs are the wrong ones. With dynamic documents, the electronic forms come from the information inside the LOS, which eliminates errors. If the investor is known, everything down to the document stacking order will be built in and everything the borrower signs will be required. The borrower will never be asked to sign anything that is not required for the loan program or investor.
But even when all the data is right and all the documents have been signed, there can still be problems that degrade the consumer’s experience if changes, unknown to the lender, have made the current forms obsolete and no longer compliant.
A great partner can maintain the document library and provide very quick turnarounds when document changes are required. This ensures the lender will be in a position to meet borrower expectations. This applies to the entire lifecycle of the loan origination process and for all loan products.
You should also look for a partner with a strong legal compliance team capable of actively monitoring all regulatory agencies for required changes, which underscores the importance of established, deep relationships with key constituents including the Government Sponsored Enterprises (GSEs), Federal Finance Housing Agency (FHFA) and the CFPB. The right document partner will proactively stay abreast of compliance changes affecting the lender’s business.
For many consumers, trust is a result of accuracy. Ensuring that you don’t have to request the same information repeatedly from the borrower is key as is the accuracy of information provided back to the borrower. Should a lender have to convey that the form provided to the borrower was inaccurate, trust is significantly reduced. The importance of delivering a streamlined, accurate and trust-worthy experience as a foundation for repeat or referral business cannot be overstated.
By delivering the right documents to the borrower when they expect to receive them, the borrower experience is elevated. For nine more ways you can create a better borrower experience and become a powerful competitor in 2018, visit our website and download our latest white paper.