Kristin Messerli is the Founder and CEO of Cultural Outreach Solutions, specializing in helping companies in the mortgage industry better reach and serve Millennial and multicultural homebuyers. To bridge the gap between consumers and providers, she launched a subscription social media service with content, delivery and coaching, called ModernLoanOfficer.com. Contact email@example.com for more information.
[Expert commentary] While we have witnessed the rapid disruption in products and technology, many experts believe artificial intelligence will disrupt the human interaction with homebuyers and remove loan officers entirely from the equation. However, data does not suggest this will happen anytime soon. According to consumer research by PricewaterhouseCoopers, today’s borrowers prefer a combination of digital tools with knowledgeable advisors.
[Op-ed] In the wake of the publication of a scathing column against Rob Chrisman, calling out his derogatory jokes, the industry’s response has been divisive. While I share the author’s concerns about some of Chrisman’s jokes, in my opinion, the author’s approach to initiate change was reckless and potentially harmful to our cause to improve inclusivity in our industry. I’d like to share an alternative approach to change leadership that I think is more effective for anyone wanting to implement change in our industry.
[Op-Ed] Leading companies are using multicultural marketing strategies on the front line as part of their total market strategy. The ones who are effective are not simply translating their flyers or adding diversity to their ads. Through their marketing efforts and customer experience, the best companies are reflecting the country’s shift in cultural norms and expectations to connect with today’s diverse consumers.
[Expert commentary] Today’s consumers are accustomed to making instant banking transactions and home searches from the palms of their hands, and they expect this kind of ease of use across industries. Ultimately, the best lenders are those who will bring greater transparency to the borrower, which often requires the adoption of new technology as it comes available. Here are different categories of technology every lender should be using and key considerations in choosing and adopting the right vendor.
The majority of homebuyers, especially Millennials, do extensive research online and on their mobile devices before making any purchase — especially for something as large as a home. While many lenders are jumping on the trend to incorporate technology into their customer experience, they are often ignoring the reasons why the technology matters. Here are five reasons why mobile technology should be key to every lender’s strategy.
This summer you may have noticed more young people than usual walking down the street staring intensely at their cell phones (sometimes to the point of physical injury!). While it may appear laughable to some, mortgage and real estate professionals can incorporate the game into their marketing strategy. Don’t believe me? Here’s how others are doing it.
Millennials and the general market, alike, have changed the way they approach purchasing decisions, along with their expectations of a good service experience. They now expect to be empowered through lenders to make informed decisions through mobile and digital communication. Are you delivering that?
While the call to action seems obvious, lenders continue to struggle with adapting digital technology. Mobile technology is no longer an optional luxury. It's become a necessity to compete in today’s market.
It’s not that Millennials aren’t loyal or uninterested in mortgages, it’s that they put less emphasis on the job and more on the experience. In order to secure and retain more young employees, you will need to adjust how you do business. These examples will help you gauge how to adapt.
When Millennials start doing their research online to buy a home, they will look to the individual employee’s social media presence and customer reviews - not the company’s. This highlights the importance of the social media presence of loan officers and real estate agents in order to be successful and competitive in the market. Here is a list of “do’s and don’ts” for employees to follow.
He wears t-shirts to his televised interviews; not very CEO. He played sports at a high level, but rarely brings it up and when he does he talks about it as a mere chapter in his life. Honestly, who plays a Super Bowl and doesn’t describe it as the defining moment in their personal journey? Casey Crawford, that’s who. His family is a big part of his life of course, but he talks about his even larger family — his coworkers — in terms that are just as glowing.
One of the things that has bedeviled mortgage financing post-crisis has been the absence of the private label mortgage backed securities market. During the peak years, private label MBS issuance topped $1 trillion. In 2017, only $70 billion of private label RMBS were issued, although that is a big increase from 2016.
Digital technology has disrupted businesses and industries from publishing to public transportation, so can the mortgage industry be far behind? Actually, anyone who’s applied for a mortgage recently will have recognized that things are already changing fast.