Laying the Foundation for a Seamless Digital Mortgage Experience
The STRATMOR Group’s April 2025 report, Laying the Foundation for a Seamless Digital Mortgage Experience, underscores that while the mortgage industry has made progress in digital adoption, many lenders remain at a crossroads. The study reveals that most efforts have focused on front-end digital capabilities—such as online disclosures, borrower document uploads, and dynamic applications—while significant inefficiencies persist in core back-office processes. For a truly seamless digital mortgage experience, lenders must build on these initial investments with advanced automation and AI-driven strategies. MOZAIQ couldn’t agree more.
Forget RPA
The report highlights the industry’s widespread use of Robotic Process Automation (RPA), with adoption rising to 48% in 2024. However, it also exposes RPA’s limitations. While RPA can automate repetitive tasks like ordering appraisals and credit scores, it is “brittle,” requiring constant maintenance and offering little scalability.
STRATMOR cautions that RPA should not form the backbone of a digital strategy—modern mortgage operations demand intelligent automation powered by AI and machine learning to handle complex workflows and adaptable decision-making. MOZAIQ’s experience confirms this. We recently helped a customer disengage from their RPA vendor, saving them over $300,000 in annual software fees—fees they were unknowingly paying for minimal returns due to the lack of transparency and gross inefficiencies inherent in many RPA solutions.
Digital Strategy Recommendations
STRATMOR offers several recommendations for lenders as they shape their digital strategies, and while valid, MOZAIQ has a slightly different perspective:
- Evaluate the current LOS’s automation capabilities: This makes sense since the LOS is the system of record and not easily replaced. Automation must integrate tightly with the LOS rather than work around it.
- Explore vendor solutions: Yes, but not RPA. RPA is a commodity that is costly to manage and difficult to scale. Lenders need solutions that integrate seamlessly, scale effectively, and avoid dependency on fragile screen-based BOTS.
- Invest in talent: Lenders should invest in mortgage talent, not IT infrastructure, nor IT talent. Unless IT is their core competency, technology development and maintenance should be outsourced to a partner who specializes in intelligent automation and AI.
- Maintenance matters: RPA’s brittleness underscores why lenders shouldn’t be managing BOT upkeep. Their focus should be on optimizing loan processing efficiencies and lowering costs, while their automation partner handles the technical configuration, maintenance, and support of the intelligent automation and AI solutions.
Foundational Process Automation
STRATMOR recommends embracing document AI (document indexing and data extraction, known as foundational processes), assessing AI options (whether it’s from the LOS vendor or a third-party), and investing in training (but only if IT is the lender’s core competency, like it is for UWM and Rocket).
MOZAIQ agrees with these principles but stresses that AI and intelligent automation must be delivered through integrated, API-based solutions that work within the LOS environment, and managed by expert partners who handle the ongoing optimization and training of the platform.
Cost Should not be a Barrier to Intelligent Automation
On barriers to AI and intelligent automation adoption, STRATMOR cites cost, internal IT capabilities, and other adoption challenges. MOZAIQ disagrees that cost remains a barrier—modern intelligent automation solutions eliminate upfront software licensing costs. Solutions should be delivered as a managed service, priced on a per-loan basis, and configured with low-code platforms to quickly go live.
If IT is not your Core Competency, Find a Trusted Partner
Similarly, internal IT capability should not be a hurdle—technology changes too rapidly for most lenders to keep pace, and it’s expensive to hire and retain great technical resources. We believe that outsourcing to a specialist partner is the more prudent, and strategic, approach.
Choose MOZAIQ to Achieve a Seamless Digital Mortgage Experience
For senior executives ready to move beyond outdated RPA and fully leverage AI in mortgage lending, MOZAIQ is the partner of choice. As the leader in intelligent mortgage automation, MOZAIQ delivers AI-powered solutions that integrate with your LOS, replace fragile BOTS, and enable scalability without IT headaches.
By automating loan setup, underwriting, closing, and post-closing with advanced AI solutions, MOZAIQ helps lenders cut costs, accelerate cycle times, and elevate the borrower experience. For lenders serious about achieving a seamless digital mortgage experience, MOZAIQ is the partner to turn vision into execution.
If you’re ready to achieve real business benefits with a winning automation strategy, follow the lead of Mortgage Lenders who choose MOZAIQ. Contact us today and discover how our Integrated-AI, End-to-End, Intelligent Mortgage Automation solutions can help you win.
