Our industry stands at a critical crossroads in the rapidly evolving mortgage technology landscape. For decades, customer service teams have been relegated to roles as reactive problem solvers and order-takers who simply put out fires as they arise. Still, the future of mortgage technology demands a radical reimagining of what customer success truly means.

With more than two decades in mortgage technology, I have seen transactional support models — judged solely by ticket-close times — fall short of today’s complex borrower expectations. National Mortgage News recently highlighted that lenders leveraging Freddie Mac’s machine-learning enhancements to Loan Product Advisor shaved five days details ⇒

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