How Lenders Can Boost Mortgage Transactions


For lenders, the last few months have been heavily focused on purchase arrangements. In light of this, HousingWire spoke with Saleforce’s global head of mortgages and lending, Geoff Green, to find out how lenders can improve mortgage credit for today’s homebuyers.

HW: What are the challenges lenders face when it comes to streamlining loan applications, especially in this heavy buying environment?

Geoff Green: Streamlining loan applications should become easier as more mortgage technologies enter the market, but that is not always the case. Too often we see lenders with great technology solutions for one part of the lending journey that don’t easily communicate or integrate with another part of the borrower’s or agent’s lending experience. credit. In this intensive buying environment, and truly in any lending environment, it is extremely important to provide a consistent experience for everyone involved in the transaction. Lead management must respond to the borrower experience, and the experience of borrowers and loan officers must unify on one platform. Once this alignment is in place, ongoing marketing for the customer journey and contextual cross-sell / upsell can and should take place.

HW: Why should providing a seamless customer experience be a top priority for lenders, and how can they make this possible?

GG: There are so many choices in the market right now, from custodian to non-custodian, broker to banker, in person to digital. To stand out, the customer experience must be at the center of everything we do. Across all industries, across industries, the customer experience is fading as we get busier and spend less time face-to-face, but it’s key to building trust. You can’t let borrowers lose confidence that you don’t know them or feel like they don’t know or trust you while making one of the most important financial decisions of their lives .

HW: What is Encompass Connector and how does it create a better experience for lenders and borrowers?

GG: ICE Mortgage Technology is the leading cloud-based loan origination platform provider for the US mortgage industry with solutions that enable lenders to create more loans, lower origination costs and reduce closing time. , while ensuring the highest levels of compliance, quality and efficiency. Our partnership allows for an end-to-end mortgage loan experience. The Encompass connector generates and synchronizes records in Salesforce or Encompass so that there is two-way data synchronization. This allows LOs to create loans, receive real-time updates, and check loan status without logging into Encompass.

HW: What sets Encompass Connector apart from other digital mortgage platforms?

GG: This integration solution, the Encompass Connector for Salesforce, reduces the risks and complexity for the implementation of the digital platform. The pre-built connector allows businesses to get to market faster with a managed package that ensures users will always have the most recent version of the solution so they don’t have to budget for upgrades or custom integrations. This connection creates a transparent engagement layer to share information, with everyone involved, seamlessly between applications with two-way synchronization eliminating the need to switch between salesforce and Encompass to answer simple questions. With the Financial Services Cloud industry data model, users can accelerate innovations by leveraging automation, workflows, triggers, journeys and approvals. It might not be an easy button yet, but it is definitely an easier button.

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