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» VISIT US ONLINE @ DSNEWS.COM 23 From the servicing perspective, we've been on the same journey as many other financial institutions, especially those that have a mortgage presence. In many institutions, you would have separate logins, separate portals, and separate experiences when it comes to post-closings and the different mortgage servicing aspects. We've continued to work on integration into our online channels and mobile channels over the past few years to get to to the point where clients can easily manage their own mortgage alerts and schedule their payments. rough online banking, we've focused on things like how we leverage digital capabilities to engage our clients with things like escrows, settlement, and mortgage statements. From the origination perspective, we launched SmartGUIDE nationally in March 2018, as a digital platform for clients to engage with us at the point of sale and as a tool for our loan officers to help them guide clients through what is an extremely stressful period of their life—the actual process of buying a home. To date, we've had over 13,000 applications submitted via this platform, and we've seen a 25 percent rise in the use of this application since October, which goes to show the strong digital adoption by homebuyers. What are some of the trends that will define lending in the second quarter of the year? e mortgage industry continues to be ever changing. We've seen volume in the refinance area decreasing while the focus has increased on the purchase origination side of the house. However, the biggest trend that's emerging is the increasing willingness of borrowers to engage with lenders in a digital fashion. Lenders, this year, would do well to focus on digital engagement platforms for their clients. For example, within a year of rolling out our digital platform, 75 percent of our applications come through the digital channel. Lenders must create a best-in-class experience that, regardless of what their clients are interested in and whatever they ask for can be leveraged digitally because it is easy to use and educates them along the way. What does a typical day look like for your team? As a team that works across various bank operations and businesses, we want to make sure that the foundation for all our digital initiatives remains strong. As a result, my team is always focused on continuous improvement and making sure that we offer a safe, secure, stable, and reliable experience to our clients. Based on client and teammate feedback, we try putting the best technology stack in front of them to ensure a great experience. Our teams are heavily integrated with our business partners and we're taking on more of an agile mindset with how we develop software and run the different applications. We're constantly trying to disrupt ourselves, so a lot of discussion is around how do we ultimately leapfrog into the future and make sure that we're not only thinking about our clients' needs for today but also for the future. "However, the biggest trend that's emerging is the increasing willingness of borrowers to engage with lenders in a digital fashion. Lenders, this year, would do well to focus on digital engagement platforms for their clients. For example, within a year of rolling out our digital platform, 75 percent of our applications come through the digital channel." THANK YOU SPONSORS THEPOLITICS OFPROGRESS THE 2019 FIVE STAR GOVERNMENT FORUM APRIL 23, 2019 | WASHINGTON D.C. | THE NEWSEUM LEADERSHIP SPONSORS HOSTING SPONSOR CO-HOST SPONSOR