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Docutech Insights

Helping Lenders Keep Borrowers Buoyant

Posted by David Thompson on Jun 16, 2016 11:28:29 AM

docutech_wp_blog_1_image-962260-edited.jpegBuying your first home is a very exciting time. Nothing is quite the same as standing on the sidewalk in front of your new home and knowing that you hold the keys to your dream. But, as a colleague of mine once pointed out, “What’s not so exciting is looking at how much it’s going to cost you, and thinking that moving back into your parent’s basement isn’t such a bad idea after all.”

 

This is so true that we wrote a white paper around the idea. If lenders can find a way to help borrowers hold on to that feeling of excitement and accomplishment, it will increase overall borrower satisfaction with our process. It will also increase repeat and referral business.

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Topics: Customer Service

The importance of borrower experience in mortgage lending

Posted by Jake Butikofer on Apr 12, 2016 9:00:00 AM

unspecified-914949-edited.jpgGetting a mortgage is a big deal. You’d think all lenders would recognize this and make extra effort to ensure the borrower experience is as smooth as possible. But just do a little online research, and you’ll learn that most lender reviews and blog posts reveal that the majority of borrowers are unhappy, dissatisfied customers. 

 

Right now you may be thinking, “Of course the reviews are negative because dissatisfied customers are much more likely to report their bad experiences than happy customers are.” Or from personal experience you may be of the opinion that nobody is "overjoyed" when it comes to getting a loan and paying it back, especially first time home buyers. But even one happy customer can create a ripple effect of referrals and repeat business, so why not strive for excellence with every client?

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Topics: Customer Service

What Sets Good Loan Document Providers Apart: Clues to Success

Posted by Justin Summers on Apr 5, 2016 9:00:00 AM

CluestoSuccess-472267-edited.jpgWith so many required changes to the data and documents we deliver to our borrowers, partners and the government; many loan originators are considering necessary upgrades to their technologies. But how can you tell the most successful vendors apart from those who cannot deliver? You must seek out the clues to success.

 

Clue 1: Good loan doc providers perform exhaustive initial discovery

When upgrading technology, a vendor who understands the team and the senior executives’ expectations and resources is pivotal to success. Knowing all of the requirements and, more importantly, the expectations of senior management before the first step is taken is a best practice followed by the best vendors. Initial due diligence is key to any successful mortgage document technology implementation.

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Topics: Customer Service

Kris Perez: Some Mortgage Technology Firms Didn't Start on TRID Early Enough

Posted by Docutech on Mar 23, 2016 11:00:00 AM

Person of the week: Kris Perez is customer success manager for Idaho Falls, Idaho-based Docutech, which provides compliance services and documentation technology for the mortgage industry. MortgageOrb recently caught up with Perez to get her views on why certain technology vendors were singled out for not adequately meeting the Oct. 3 deadline for implementation of the Consumer Financial Protection Bureau’s (CFPB) new TILA-RESPA Integrated Disclosure (TRID) rules, as well as how vendors should prepare for the upcoming expansion of reporting requirements under the Home Mortgage Disclosure Act (HMDA).

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Topics: Customer Service

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