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22 As CTO of SunTrust's consumer banking arm, Ken Meyer is responsible for many aspects of Enterprise Information Services (EIS), the organizational unit that provides the company's overall technology and information-related support. Most recently, he was the head of wholesale lending operations at SunTrust where he was responsible for the middle office that supports small business banking as well as commercial and business banking and private wealth management. Meyer joined SunTrust in 2013 from Accenture where he worked with leading financial institutions including SunTrust. He recently spoke to DS News about how technology is changing the servicing side of the business and why providing a complete digital experience to consumers will be more important than ever for lenders. Which technologies are defining the mortgage and servicing industry this year? is year is less about one technology and more about continuously changing it based on client expectations and experience. Lenders who use technology successfully will be the ones who can leverage it to reduce the stress of buying a home and really educating borrowers about the process while being transparent throughout their mortgage experience. People don't understand the rules and regulation when it comes to originating a loan. ey just want to buy a home and their expectations are changing with different experiences especially with online retail giants like Amazon. e question is how do we try to reduce the friction in a safe way and educate homebuyers along the way and communicate transparently? Digital engagement is the way of the future. It doesn't just start and stop where technology can help with origination. We should be looking at automation and different technologies in the future and at things like artificial intelligence and machine- learning as well as other ways to leverage data to better and quicker decisions for our clients. at way, we can reduce the ultimate cycle turn and really equip our teammates from an underwriting and servicing perspective in a way that they have more information and more data than they ever had before. Fewer clients want to call or go see somebody for their borrowing needs. While those channels still exist and will continue to be there, clients are becoming more comfortable with the idea of leveraging technology and digital channels. Lenders must make sure they're meeting clients where they want, when they want, and how they want. SunTrust and BB&T announced a merger of the two banks. What will be the impact of this deal on the digital lending platforms of both the banks, especially in the mortgage space? e news about our merger was exciting for SunTrust and BB&T. It looks like a great opportunity for two purpose-driven companies to come together and bring even more value to both of our clients. ough it is still early days to comment on how we plan to leverage our digital platforms, we look forward to sharing more as soon as we can. Speaking about SunTrust specifically, our digital mortgage journey has been all about how we get to the point where we put as many tools in the hands of our clients to self-serve seamlessly. We've been improving the servicing as well as origination aspect of mortgages through digital initiatives. "e news about our merger was exciting for SunTrust and BB&T. It looks like a great opportunity for two purpose- driven companies to come together and bring even more value to both of our clients. … Speaking about SunTrust specifically, our digital mortgage journey has been all about how we get to the point where we put as many tools in the hands of our clients to self-serve seamlessly. We've been improving the servicing as well as origination aspect of mortgages through digital initiatives." FIVE MINUTES WITH GET TO KNOW INDUSTRY EXECUTIVES BEYOND THE BOARDROOM Ken Meyer SVP, Consumer CTO, SunTrust Bank