Robotics and digital labor in mortgage lending: Achieving process improvements through automation

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Making the case for robotic process automation in mortgage lending

Mortgage lenders conduct business in an environment of relentless operational and regulatory change. At the same time, many continue to rely on complex legacy systems, multiple databases and spreadsheets, and manual processes. The resulting dependence on human labor to perform repeatable, relatively simple processes cuts into the time and budgets employees could be using to focus on analysis, process improvement, and customer experience. While several lenders have achieved cost-cutting objectives through business process outsourcing (BPO) and improved technology platforms, robotic process automation (RPA) offers a significant opportunity to further drive value and efficiency.

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Roberto Hernandez

Principal, Consumer Finance Group, PwC US

Martin Touhey

Principal, Consumer Finance Group, PwC US

Tony Muoio

Managing Director, PwC US

Yoshi Nomura

Senior Manager, PwC US

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