Blog | 2-Sept-2025
Automation That Sticks: Turning Big Ideas into Daily Wins
AUTHOR
Trish Maraski
VP, Product & Strategy
In today’s mortgage landscape, automation is no longer a matter of choice, it is the way to succeed. While the industry’s goal of enabling home ownership remains unchanged, the methods we use to achieve it are rapidly evolving.
But what do we mean by “automation” in this context?
In mortgage, automation combines technologies such as Artificial Intelligence (AI), workflow automation tools, Robotic Process Automation (RPA), and digital platforms to handle tasks that once required extensive manual effort. This could mean automatically verifying borrower income through integrated data sources, pre-populating loan forms, flagging compliance risks before they become problems, or triggering real-time status updates to borrowers.
Think of it as moving from a paper-heavy relay race where each department waits for the baton to a coordinated sprint where everyone moves in sync because the right tools are doing the handoffs for you.
These capabilities are transforming how lenders and service providers operate. The challenge is harnessing these tools without creating disjointed, “Frankenstein” processes that frustrate teams, confuse borrowers, and erode efficiency.
The Mindset that Drives Automation Success
Every transformation starts with a mindset. Great leaders don’t just accept feedback but actively seek it out. Early in my career, I learned the value of making feedback a core part of my process. I apply a principle every day in almost everything I do: challenge the status quo, evolve with approach, and create space for every perspective.
Winston Churchill said, “Success is not final, failure is not fatal: it is the courage to continue that counts.”
The US mortgage industry is constantly changing. Interest rate shifts, evolving regulations, and rising borrower expectations have put unprecedented pressure on lenders. Competitors, especially digital-first lenders, are setting new benchmarks for speed, accuracy, and transparency. Automation is not about a tech upgrade; it’s a thought throughway to remain competitive in a market where “good enough” no longer meets the standard. That courage is essential in automation projects, where iteration, learning, and refinement are part of the journey.
Why Automation Matters Now
The benefits of mortgage automation are tangible:
Faster Turnarounds
Close loans in days instead of weeks by reducing bottlenecks.
Improved Accuracy
Minimize costly compliance errors that could lead to fines or buybacks.
Scalability
Handle higher loan volumes without proportional increases in headcount.
Consistent Customer Experience
Maintain predictable timelines and communication.
Still, technology alone won’t guarantee success. Clear vision, disciplined execution, and ongoing adaptability are the difference between a stalled project and a game-changing transformation. From my experience, I have found that these four steps are key to making it a success:
Step One: Build and Share the Vision
The path to automation starts with two components:
A clear vision of the destination.
A committed team empowered to determine the “how.”
Without a shared vision, teams can stay busy without making measurable progress. Communicate the vision early and often. Then, prioritize efforts with a proven framework like the Weighted Shortest Job First (WSJF) method:
This ensures you focus on initiatives with the highest impact and fastest return.
Step Two: Choose the Right Execution Model
The most dangerous obstacle to automation success, whether internally or externally, is complacency.
It leads to delays, missed deadlines, and eroded accountability. Combat this through strong leadership practices, intentional hiring, and regular process reviews.
Step Three : Guard Against Complacency
Automation projects sometimes miss the mark due to scope creep, poor fit, or lack of ROI. The key is to evaluate early and honestly. Conduct retrospectives or After Action Reviews (AARs) with your leadership team to capture lessons learned and prevent repeat missteps.
Four Steps to Begin Your Automation Journey
Define Your Vision – Include budget, timeline, and team commitments.
Prioritize with WSJF – Identify low-hanging fruit with the highest ROI.
Vet Partners Carefully – Seek referrals, avoid “shiny object” distractions, and ensure alignment with your vision.
Start Small and Scale – Pilot automation on a smaller scale, then expand strategically.
Step Four : Know When to Pivot
When it comes to execution, there are two broad paths: build internally or partner externally. For many organizations, a hybrid model works best.
Partnering with Vendors
The right partner should invest in your long-term vision, understand your processes, contribute strategic insights, and bring scalability your team may not have in-house. They should not just be a vendor but an extension of your strategy team.
Internal Builds
Building internally can provide more control if your team has the skills, capacity, and commitment. The key is ensuring timelines and capabilities align with your business objectives—otherwise, the opportunity cost can outweigh the benefits.
A hybrid model lets your internal team focus on work closest to your clients while leveraging partners for specialized or bandwidth-heavy projects.
The mortgage industry is entering a defining era of digital transformation. By uniting a clear vision, the correct execution model, and a culture of continuous improvement, organizations can harness automation to build scalable, efficient, and future-ready operations. This will drive faster closings, improved compliance, enhanced borrower experiences, and long-term competitive advantage in an evolving, highly competitive market landscape.