Is technology the problem, not the solution, in the mortgage industry?

The mortgage industry has long been promised a technological revolution to streamline workflows, reduce operational costs, and enhance efficiency. Yet, despite significant investments in new technologies, the cost to originate loans has dramatically increased. Companies still grapple with cyclical hiring and firing, and the anticipated return on investment (ROI) from technology implementations still needs to be discovered. This raises a critical question: Is technology failing the mortgage industry, or are we approaching it incorrectly?

The promise vs. reality

High expectations

Technology providers have marketed their solutions as panaceas for long standing industry inefficiencies. They promise improved workflows, reduced costs, and streamlined processes to revolutionize mortgage origination.

Rising costs

Contrary to these expectations, the cost to originate a mortgage has escalated, reaching all-time highs in recent years. Instead of reducing expenses, technology investments have sometimes added layers of complexity and cost.

Persistent cycles

The industry continues its pattern of expanding and contracting workforces in response to market fluctuations. Despite technological advancements, companies still resort to cyclical hiring and firing, indicating that core issues must be addressed.

Why technology isn’t delivering the expected ROI

1. Misaligned Solutions

• Workflow Band-Aids: Many tech products address surface-level symptoms rather than underlying systemic issues. Solutions often streamline individual tasks but need to integrate holistically with existing processes.

• Complex Implementations: The time and resources required to implement new technologies can offset any potential gains. Complex systems may require extensive training and adjustment periods.

2. Human Element Overlooked

• Resistance to Change: Employees may resist adopting new tools, especially if they feel those tools threaten job security. This resistance can lead to poor adoption rates and underutilization of technology.
• Technology vs. Human Expertise: Automated systems can’t replicate seasoned professionals’ nuanced decision-making and relationship-building skills. The human touch remains critical in mortgage lending.

3. Overemphasis on Technology as a Silver Bullet

• Neglecting Process Improvement: Relying solely on technology without re-engineering underlying processes limits effectiveness. Technology should enhance, not replace, sound business practices.

• Underestimating Training Needs: Insufficient training can lead to underutilization of new systems. With proper understanding, employees can leverage technology to its full potential.

The cyclical hire and fire mentality

• Market sensitivity
  • Mortgage companies often react to market changes with rapid staffing adjustments. This reactive approach leads to instability and a need for sustained expertise within organizations.

• Short-term focus
  • Addressing immediate financial pressures through staffing changes undermines long-term stability. It prevents the development of a skilled workforce that can adapt to new technologies and market conditions.

• Technology’s role
  • Instead of stabilizing the workforce, technology investments sometimes exacerbate instability due to upfront costs without quick payoffs. Companies may cut staff to offset these costs, reducing the potential benefits of new systems.

Is technology the problem?

• Not the technology itself
  • The issue may be something other than technology per se but how it’s selected, implemented, and integrated. Misalignment between technology solutions and business needs leads to disappointing outcomes.

• Strategic alignment needed
  • Technology should support well-defined business strategies, not replace them. A clear vision and strategic goals are essential for successful technology adoption.

• Human-centric design
  • Solutions need to be designed with the end-user in mind, enhancing rather than replacing human work. Employee input and engagement are crucial during the development and implementation phases.

Moving forward: Rethinking technology implementation

Holistic needs assessment

• Identify Core Issues
  1. Conduct thorough analyses to understand root problems before seeking tech solutions. This ensures that technology addresses the organization’s actual needs.

• Employee Involvement
  1. Engage staff at all levels to gain insights into practical challenges and opportunities. Employee buy-in can improve adoption rates and maximize the benefits of new systems.

Process re-engineering

• Optimize Before Automating
  1. Improve existing processes to ensure technology amplifies efficiencies rather than automating inefficiencies. This step prevents the entrenchment of flawed processes.

• Change Management
  1. Develop robust strategies to manage the human side of technological change. Support, training, and clear communication can ease transitions and enhance acceptance.

Strategic technology partnerships

• Collaborative Development
  1. Work with tech providers to tailor solutions that fit the company’s unique needs. Collaboration ensures that technology aligns with business objectives and operational realities.

• Long-Term Commitment
  1. View technology adoption as a long-term investment requiring ongoing support and evolution. Continuous improvement and updates keep systems relevant and effective.

Conclusion

The mortgage industry’s challenges with technology adoption highlight a fundamental misalignment between expectations and reality. More than technology is needed to solve deep-seated operational issues or replace the invaluable work of human employees. Instead, companies should adopt a balanced approach that integrates technology as a tool within a broader strategy focused on process improvement and human capital development. By doing so, the industry can begin to realize the promised efficiencies and cost reductions that have thus far remained out of reach.

Call to action

• Industry collaboration
  • Stakeholders should come together to share best practices and develop standards for technology implementation. Collaboration can lead to more effective solutions that benefit the entire industry.
• Continuous learning
  • Invest in training and development to ensure teams can effectively leverage new technologies. A knowledgeable workforce is essential for maximizing ROI on technology investments.
• Re-evaluating ROI metrics
  • When assessing technology investments, shift focus from short-term returns to long-term value creation. A long-term perspective encourages sustainable growth and improvement.

Ryan Colkitt is the Vice President of Product Management at AppraisalVision

This column does not necessarily reflect the opinion of HousingWire’s editorial department and its owners.

To contact the editor responsible for this piece: zeb@hwmedia.com