Mortgage of the Future

21 Jan 2021
by Manu Aggarwal, Robin Jain, Akanksha Pathak

The traditional mortgage lending process has been long due for transformation. Even with breakthroughs in customer service, customer experience continues to present a challenge. It is, in fact, one of the main differentiators for lenders.

Several processes such as branch visits, documentation, and age-old credit calculation mechanisms present a huge transformation opportunity. The need to transform does not arise only to enhance customer experience but also to comply with the evolving regulatory and competitive landscape. Digital intervention is the key to transform mortgage lending, and the COVID-19 pandemic has also accelerated this push toward digital, making this the right time to embark on a digital transformation journey.

In this paper, we examine the current mortgage lending process, identify the key pain points for customers, and design a roadmap for the future. We recommend that banks look at digital solutions and transformation more holistically to achieve a seamless and truly integrated lending experience for customers.


Industry: Banking and Financial Services (BFS)

Geography: global


In this paper, we discuss:

  • The present mortgage lending scenario
  • The need to change
  • Roadblocks to digital adoption
  • The relevance of digital in mortgage lending today


Banking and Financial Services (BFS) - Business Process Outsourcing (BPO)

Sourcing and Vendor Management


Page Count: 14