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Primary Loan Servicers Have An Issue With Technology

November 18, 2019 / Burns & Bertha

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J.D. Power Study Indicates Customer Service Issue With Mortgage Technology.

Customers were slightly less satisfied with mortgage originators in the second quarter, and too much technology may be the culprit, according to the latest J.D. Power 2019 U.S. Primary Mortgage Origination Satisfaction Study. Lenders have been adding self-service technology to increase convenience in the mortgage process while trimming their customer-facing staff. But too much tech may fall short of customers’ expectations for service, the study notes.

“It is critical that originators get the balance right between tech and staffing to be able to deal with the swings in loan volume that can dramatically change from month to month,” says John Cabell, director of wealth and lending intelligence at J.D. Power.

Read the full article HERE.
Click HERE to download the infographic.

Burns & Bertha – Changing Lives – Red Line Investors – © 2019
www.DiscoverSuncoastHomes.com

Publication published with the permission of J.D. Power

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Burns & Bertha

Burns & Bertha

Ed Bertha relocated to Sarasota from Pittsburgh, PA in 1982 and has a deep understanding of the market’s idiosyncrasies and dynamics. Kim Burns moved to Sarasota from Philadelphia, PA in 2015 and her holistic approach to occupational therapy from her practice up north incorporates a low-stress atmosphere to the real estate process. Since founding Burns & Bertha Kim has departed to focus on her occupational therapy practice, but her methodologies are still used daily. 

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