MBA Panel Recap: Still Stuck in Neutral? What’s Holding Mortgage Automation Back
At the recent MBA Annual, I was joined by David Gates (COO, Premium Mortgage), Steven A. Milner (CEO,US Mortgage Corporation), and Patrick O’Brien (CEO, LenderLogix) for our session, “Stuck in Neutral: Why Lenders Invest in Automation but Still Rely on Manual Workarounds.” Together, we unpacked a challenge at the heart of today’s mortgage industry: rising origination costs driven by manual workflows-tasks that should already be automated and streamlined.
It’s a paradox that lingers after every industry event: If we’re investing so much in automation, why aren’t costs coming down? Our panel delivered hard-earned wisdom with openness and genuine perspectives.
The Real Price of Progress
The session opened with a bold admission: Most automation investments have landed during market downturns, creating scalable infrastructure that has yet to be tested with real volume. As I noted, the learning curve is steep, but the bigger hurdle may be cultural. Even as we bring in new tech, there’s hesitancy to truly restructure teams or reduce staff. In tough cycles, costs climb because change is difficult and old processes persist.
Old Habits Die Hard
In candid moments, panelists confessed to manual workarounds-those invisible barriers to automation’s promise. Tech platforms are more connected than ever, but that brings new complexity and risks. The core problem? Persistent doubt that technology alone can fully capture mortgage nuance. As an industry, we’re slow to trust and adapt. “Why purchase state-of-the-art underwriting if underwriters still need to touch every file? That’s not innovation-it’s duplication.”
Trust at the Top-and the Real Fear
Our discussion shifted from process to people. Culture drives tech adoption-buy-in must start at the executive level and empower every manager and frontline team member. Many leaders fear automation will mean fewer jobs, but when handled well, it’s a chance to focus talent on true customer value.
An Eye on the Future
As we wrapped up the panel, the mood shifted to anticipation and opportunity. If rates fall and volumes swell, the next year will finally test whether automation delivers on its promise of speed, cost, and trust.
For B2B mortgage leaders, this isn’t just about new platforms; it’s about reshaping how we work, build trust, and empower our teams. The challenge isn’t technology alone-it’s the journey through change. The myth isn’t automation itself, but the belief that transformation is easy. As our panel showed, the story of mortgage innovation is only just beginning.
Author
– David Sober