Inside UWM’s tech evolution: How LEO and Mia are shaping the future of mortgage lending

Technology is accelerating change across the financial services industry, and United Wholesale Mortgage is at the forefront of mortgage innovation. With the launch of two groundbreaking platforms— the Loan Estimate Optimizer (LEO) and Mia, an AI-powered assistant for loan officers, UWM is setting a new benchmark for how technology and especially AI can transform the lending experience. Behind this momentum is Jason Bressler, UWM’s Chief Technology Officer. With decades of experience and a team of over 1,800 technologists, Bressler is redefining what’s possible in mortgage tech and helping lead the industry into a smarter, more automated future.

HousingWire: At the recent ‘UWM LIVE!’ event, UWM introduced two significant AI tools. Can you describe these tools and how they will benefit mortgage brokers? And how long was it in development and testing before it was fully rolled out?

Jason Bressler: Yes! The first one we rolled out was LEO, which stands for Loan Estimate Optimizer. Think of it as having the best loan officer right next to you, someone who can instantly analyze a competitor’s loan estimate, flag anything misleading or outdated and suggest better options on the spot.

For instance, LEO can identify if the appraised value was inflated, if the rate is outdated or if the competitor omitted pricing adjustments. It also taps into UWM’s extensive set of programs and pricing strategies to give loan officers clear, competitive alternatives they can present to borrowers.

When we build LEO, we refined it through extensive pilot testing. The biggest challenge wasn’t a technical bug, but the complexity of UWM’s offerings—numerous tools, products and incentives that can overwhelm users. We designed LEO to handle this, factoring in broker compensation, licensing and program availability to deliver accurate, tailored comparisons. It was a fast build, but we made it happen and the results speak for themselves.

HW: What has been the initial response to LE Optimizer (LEO) and the Loan Officer Assistant, Mia?

JB:  LEO has been a major success because it is simple to use, fast and instantly helpful. Loan officers and brokers can quickly test it out and get the answers they need, making real-time support more achievable than ever.

Mia is changing the game for mortgage brokers. She’s a generative AI voice agent that handles both inbound and outbound calls and answers complex borrower questions in a natural, conversational way. Mia can explain loan options, down payments and LTV ratios, greet callers by name and transfer live calls when enabled. While she can’t quote interest rates, she keeps conversations personalized and helpful. Mia also handles outbound follow-ups, such as 20-day check-ins and reminders, helping brokers stay top of mind with clients while saving time and reducing manual work.

To help brokers explore what Mia can do, we’ve rolled out dedicated inbound numbers. Each broker is assigned a unique number tied to their area code, which is automatically linked to their account. Many have already started calling their own lines to test Mia’s capabilities and the response has been overwhelmingly positive.

HW: Focusing on Mia specifically, voice AI is relatively new to the mortgage industry. What impact do you hope Mia will have on the industry?

JB: I see Mia being the ultimate delegation tool. I am really big on delegation. For loan officers, that means securing business and closing deals. This isn’t a replacement for a loan officer, but a true enhancement. You might not be able to afford a full-time Loan Officer Assistant, but Mia can make all your calls, stay ahead of your clients and handle volume efficiently. If 100 clients qualify for a rate drop, Mia can call them all within five minutes, leave voicemails and set appointments, allowing the loan officer to focus on closing. Technology, when used right, helps delegate tasks that are time-consuming, expensive or complex. That’s exactly what Mia does.

HW: Looking ahead, what are your plans for further development or expansion of LEO and Mia’s capabilities?

JB: The goal is to make LEO more intuitive by adding more features to the Loan Estimate (LE) optimizer.  This way, loan officers can easily access the necessary information in one place and generate an LE quickly. While on the phone with a borrower, they can instantly send the LE with all their key talking points at the click of a button.

With Mia, there’s huge potential in the Consumer Direct model. It normally takes years to develop a top-performing Consumer Direct loan officer, but Mia can support those conversations from day one. The opportunities for how we use Mia are almost limitless. As we continue to carefully expand her capabilities and ensure she behaves as intended ethically, we can then decide which features to release next to best support our brokers.

HW: Considering AI more broadly, what advice do you have for mortgage brokers who may be hesitant to adopt AI tools like those UWM has just introduced?

JB: At some point, if you keep doing things the same way, you risk getting left behind. That’s exactly what will happen if you don’t take the time to explore what’s out there. As a UWM partner, you already have free access to powerful tools. All you need to do is log in, try them out and see what they can do.

In software development and delivery, the hardest part is getting people to adopt new tools. But once adoption begins, momentum builds quickly and creates a strong feedback loop. That’s why the best advice I can give is simple: just try it. Even if it feels unfamiliar or intimidating, giving it a chance is the first step forward.