This is how I envision the mortgage industry today: A middle-aged woman dressed in a suit balancing on a unicycle on a platform that keeps moving. She is juggling five different objects and has a group of spectators shouting requests like “close your eyes!” and “juggle faster!”
In order for you to understand this story, there’s something you should know about me: I am a little bit of a control freak. Okay you got me – it’s more than a little bit, I am a control freak. I like to understand processes, timelines and next steps and control them as much as possible. I schedule my day out to maximize efficiency, I hate being late, and I try to always be one step ahead. This is not a story of efficiency and timeliness though.
We always talk about millennials. And rightly so – they’re quite the disruptors. But there’s a different generation that’s about to start making waves of its own: Baby Boomers. As the baby boomers (people ranging from age 52-70) age, the US is going to witness the largest passing of wealth in history.
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Onboarding processes that are fragmented and lengthy leave room for missed opportunities and high abandonment rates. Ultimately reflecting poorly on a bank’s reputation and the bottom line. Today’s clients expect convenient, timely and accurate service – on their terms.