Even the best can get caught off guard. Just ask Magnus Carlsen, five-time world chess champion, the world’s No. 1-ranked player. Earlier this year, he took a surprising loss not because he missed a big, flashy move, but because he overlooked a small shift in strategy. His opponent saw the board differently—and capitalized. It’s a good reminder: the game changes, and what used to be a safe play might not cut it anymore.
Same goes for mortgage lending. For years, servicing has been the “safe” piece—important, but kind of stuck in the back row. Not anymore. In this month’s InFocus article, STRATMOR Senior Partner Michael Grad lays out how servicing has moved to center stage, becoming one of the most strategic levers lenders can pull. The board has shifted. The question is—are you seeing the whole game?
In Michael’s article, “Checkmate or Checkpoint? Rethinking the Role of Mortgage Servicing,” he explores why servicing has become a critical battleground—and opportunity—for lenders looking to boost retention, improve efficiency, and stay ahead of regulatory pressure. Whether you manage servicing in-house, partner with a subservicer, or are weighing your options, this piece offers practical insight into what’s working, what’s changing, and how STRATMOR is helping lenders transform servicing from a cost center into a competitive edge.
And speaking of blind spots, what if your borrowers aren’t as happy as you think they are? In a second article this month, STRATMOR’s Customer Experience Director Mike Seminari dives into how lenders might be misled by “peak polling”—surveying borrowers when emotions are high and memories are fresh from the finish line. The problem? Those sky-high scores could be masking real friction in the process. If your borrower feedback is always glowing, it might be time to ask: are we measuring the right moment? Mike’s piece will challenge your assumptions and offer practical guidance for capturing a clearer, more actionable view of the customer experience.
Thank you for joining us for the June Insights Report. Your success remains our top priority, and we are here to support you every step of the way. STRATMOR provides a wide range of advisory services to facilitate, optimize and address the challenges lenders are facing today, including strategy design and implementation, financial benchmarking and performance, process review and improvement, maximizing servicing assets, optimizing your customer experience initiatives to get more business, technology procurement and implementation, M&A and strategic options, and much more. STRATMOR’s advisory team is available now to discuss these services. Please contact us to learn more.
For years, servicing has been treated like a pawn on the mortgage lending chessboard—important, but largely seen as a back-office function. In 2025, the board has shifted. Servicing is no longer stuck on the back rank but has moved from the sidelines to center stage, evolving into a queen-like force—versatile, strategic, and capable of driving meaningful advantage.
A closed loan means you technically “delivered.” But if the journey was confusing, scattered, or slow, the borrower may quietly vow: “Never again.” Our question this month: “How does peak polling turn borrower sentiment into your greatest blind spot?”
The 2025 Technology Insight® Study: Lender Intelligence survey is now open. As the only independent study of its kind in the industry, it provides a candid view of how mortgage lenders perceive the technology platforms and vendor support they depend on daily.
Origination costs are at an all-time high. Given that sales costs will continue to be the largest component of retail origination costs, what can be done to manage this beast?
Understanding the key characteristics of the Expense Management Branch (EMB) and comparing the key performance metrics between it and the corporate branch model is essential to identifying which is best for your organization.
Secret shopping is the best way for lenders to remove the disconnection between perception and reality and pave the way for meaningful improvements in customer experience.
I spend a lot of time in our nation’s capital for various reasons, not the least of which is spending time with my 99-year-old dad. The irony is that I am a hard-working guy living in Florida, and my father is a retired man still living my hometown. Actually, to be clear, I grew up in Northern Virginia – if you know the area, you will understand why that distinction is important. (Apologies to my friends who are D.C. or Maryland residents and did not embrace living in the Commonwealth). So, why did I grow up in the D.C. area? Because that is where my father worked for the government for 40 years after a stint in the Navy during World War II and the Korean war. He is truly a member of the greatest generation, and I am just the son who reaped the rewards of his hard work and sacrifice. But this also explains why the time I spend in D.C. is some of my favorite work time, and why I believe we need to be active in what happens with our government and how it impacts our industry.
My most recent trip spanned several weeks and included a productive series of meetings—including the MBA National Advocacy Conference and three MBA and STRATMOR Peer Group Roundtable (PGR) meetings. During those events—and really over the past few months—several key themes have started to surface across our industry. In a market that’s shifting fast on everything from federal policy to tech disruption, this is a pivotal moment for lenders to reassess their strategy.
In this article, we’ll look at four core themes that should be on every lender’s radar right now, along with strategic actions you can take to navigate uncertainty, improve profitability, and position your business for what comes next.
Last month, STRATMOR Principal Kris van Beever laid out a compelling vision for what’s possible through AI, automation, and digital transformation. But as any lender knows, vision alone isn’t enough—now it’s time to examine what’s actually being built.
Are we laying solid foundations for automation and AI within our organizations, or are we encountering constant delays, rising costs, and missed expectations?
The results from the Digital Innovations module of STRATMOR’s 2024 Technology Insight® Study offer a clear-eyed look at the state of digital adoption across the industry. Think of it as an on-site inspection of the mortgage tech foundation, highlighting the real progress being made—and the barriers that still need to be addressed.
The mortgage industry stands at the threshold of unprecedented transformation, with artificial intelligence (AI) as the catalyst for change. Just as modern railways revolutionized transportation, AI is reshaping lending operations with promises of enhanced efficiency, accuracy, and the ability to navigate new routes.
AI serves as the powerful engine propelling our industry forward by:
Despite the clear potential, many lenders remain uncertain about selecting the right technology partners and implementing AI solutions while maintaining regulatory compliance and customer satisfaction.
This article serves as a comprehensive guide, offering mortgage professionals a practical blueprint for leveraging AI in their operations. You’ll discover proven AI applications already delivering results, explore emerging technologies poised to reshape lending practices, and learn actionable implementation strategies that can position your organization at the forefront of this technological revolution.
Feel free to reach out with any questions or needs we might be able to help with.
