Is AI delivering in mortgage? A conversation with Fairway’s leadership
 | Caleb Ondrusek EVP of Technology and Innovation Fairway Home Mortgage |
 | Deedra Massey Bosworth SVP of Technical Product Management Fairway Independent Mortgage |
 | Steve Butler CEO TRUE |
Overview
Most lenders know AI can reduce manual work, but few have cracked the code on organizational readiness. Resistance from teams, trust gaps in validation and siloed implementations are stalling progress even when the technology works. This session brings two mortgage leaders to the table to share what’s actually working, what’s harder than expected and how to design for adoption across the entire origination ecosystem.
You’ll walk away with:
- Practical advice on scaling your business for 2026 without reactive over-hiring
- Strategies to overcome organizational resistance and build trust in AI-driven workflows
- A framework for optimizing end-to-end so efficiency doesn’t break down between departments
Session Notes
Key takeaway
Deidre Massie Bosworth and Caleb Ondrusek said AI can improve mortgage operations, but only if it reduces friction instead of adding steps. At Fairway, they said the goal is not to replace employees — it is to improve data quality, speed up the loan process and expand capacity without adding headcount.
What leaders need to know:
- Mortgage is a strong fit for AI. Ondrusek said the industry is full of manual, repetitive tasks that AI can help streamline.
- Start with the data. Fairway’s strategy began with improving data quality earlier in the process so teams aren’t repeating the same validation work at each handoff.
- Enterprise adoption requires enterprise measurement. Fairway is tracking AI’s impact across the organization, including processing time, underwriting time, post-closing conditions and overall team capacity.
- AI should augment people, not replace them. Bosworth said the aim is to close more loans with the same team and better manage market cycles without constant hiring and layoffs.
- Change management is part of the rollout. The Fairway team emphasized pilot groups, feedback loops, training, and consistent leadership communication to reduce fear and drive adoption.
- AI needs real integrations. Ondrusek said AI can’t be a layer that sits on top of broken workflows; lenders need integrated partners and systems that connect across the loan process.
HousingWire perspective
Fairway’s approach shows that AI results depend on more than selecting a tool. Lenders need clean data, redesigned workflows, employee training and clear messaging that AI is there to support the team. The companies that make those investments are more likely to move faster, improve the borrower experience and scale efficiently through market cycles.
Presentation Materials
Is AI delivering in mortgage? A conversation with Fairway’s leadership
Download the full presentation from the session including charts, data visualizations, and key takeaways.
