Investments in customer service can help both borrowers and servicers, according to industry participants. Servicers are using AI and other tech to help borrowers and potentially generate recapture business.
Lock-in persists; eClosing found to provide pricing gains; home sales expected to increase; LOs shy away from AI; credit card offers rewards points for mortgage payments; steady profits for LendingTree from lead business.
Laura Escobar, 2025 chair of the MBA and president of Lennar Mortgage, encouraged MBA members to become more comfortable incorporating AI into their businesses.