Transforming Processes to Improve the Retail Lending Customer Experience

Around 15 years ago, non-bank financials had about 20% of the share of mortgage originations. Today, they have over 60% of the share.Why? It’s because they are 100% focused on the quality of the experience.That’s exactly what banks need to do to get back in the game.Matt Cammarota, Head of Retail Lending at Liberty Bank in Connecticut, joins the show to discuss why process transformation, in an effort to improve the customer experience, is vital to success in retail lending.We discuss:- Strategies for navigating the decline in HELOC balances- Building a culture that puts the consumer and the institution first- Transforming the retail lending processes- Making investments in technology to enable different processesWant more lending advice? Find us on Apple Podcasts, Spotify, and here. Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.