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I apologize for missing a blog post or two lately. I am recovering from some pretty major cervical surgery and it is tough to concentrate with this pain in my neck.
Through my process, I spoke with my surgeon twice; once before and once after my procedure. Otherwise, communication and information came from his assistants and nurses. If it weren’t for these dedicated people, most patients would be in the dark. That includes me.
Thinking of it with all the technology advancements this is similar to lending. Technology has made the LO more efficient. As a result, a consumer may have much less face to face contact with their originator.
This increases the importance of those who support the originator while bringing a loan to fruition. Without strong knowledge and dedication, the consumer may get lost in the process.
Technology can be used to streamline the process, identify bottlenecks, and avoid delays. But, it can’t do it all.
Good, trained people are needed to utilize the technology, improve the process, and correct the problems.
When implementing new origination technology, don’t overlook your operational people. These are the people who will guide your customers through the process
The better the guidance, the better the journey! A better journey that ends successfully!
The medical field has its physician’s assistants and nurses, lending has our processors. All are critical to a successful process.
Thanks to those who care.
Editor’s Note: Mike is recovering well and is hoping to be back at work in a week or so. Also, it is good to hear that we are not the “pain in the neck” that Mike has so often referenced.
