Lenders aware they must provide a seamless customer service experience to stay competitive
Consumers today expect a simple, transparent, and pleasant customer service experience ala their online interaction with tech giants Amazon, Netflix, and Apple.
Lenders are aware of these service delivery expectations and know they must offer an end-to-end seamless mortgage experience across all channels. Getting there will take a combination of process and technology improvements, which could stretch resources of smaller- to medium-sized players and might help explain why lenders are telling us that they expect more consolidation for 2017 over 2016. For more, read our Perspectives article.
Estimates, forecasts, and other views expressed in this article should not be construed as indicating Fannie Mae’s expected results, are based on a number of assumptions, and may change without notice. How this information affects Fannie Mae will depend on many factors. Neither Fannie Mae nor its Economic & Strategic Research (ESR) Group guarantees that the information in this article is accurate, current, or suitable for any particular purpose. Changes in the assumptions or underlying information could produce materially different results. The ESR Group’s views expressed in this article speak only as of the date indicated and do not necessarily represent the views of Fannie Mae or its management.