The new profile of the digital mortgage consumer: key insights for a transforming industry

Customers have changed, and the mortgage sector needs to change too. Demand for a digital, fast and transparent experience is shaping the new consumer and poses an unavoidable challenge for traditional banks.

In today’s world, the credit and real-estate sector is at a decisive tipping point: innovate or fall behind. Traditional servicing models are no longer sustainable. Customers no longer tolerate slow, complex processes; they expect efficiency, agility, traceability and a level of control that has become the new market standard.

To meet these expectations effectively, financial institutions must adopt technology solutions that not only speed up processes, but also radically improve the customer experience.

What does today’s homebuyer value most?

Today’s consumer values above all the convenience and independence of a digital mortgage journey. This new type of customer does their own research, compares options and expects to be able to manage most of the process from their devices, intuitively and without friction.

They expect to upload documents electronically, use portals for e-signatures and, ultimately, have full, real-time visibility of their application’s status. Demand is no longer just for a strong product, but for an outstanding service experience that is transparent and, above all, fast.

How technology is driving adaptation to the new consumer

To meet the preferences of this digital customer and maintain a competitive edge, institutions need to build key technology solutions into their strategies. The following technologies, at the heart of the most innovative platforms, are essential:

• Modular cloud platforms (LaaS): Cloud computing offers scalable, secure and cost-effective solutions. “Lending as a Service” (LaaS) platforms, such as Finsolutia’s 4Sight, make it possible to manage the entire mortgage process in a unified way, from origination and assessment through to loan servicing and asset resolution. This model enables rapid implementation and can be tailored to different operating volumes and regulatory frameworks.
• Artificial intelligence and smart assistants: AI is powering a new era in servicing. It can automate key workflows, from analysing documents to extract data and reduce errors, to generating automatic case summaries. It also underpins intelligent brokerage platforms such as Habic, which automatically match customers with the most suitable mortgage products, and enables virtual assistants and chatbots to provide real-time support.
• Business Process Outsourcing (BPO): More than simple outsourcing, delegating operational processes to a strategic partner allows financial institutions to focus on their core business. By working with an expert provider with the technology and specialist teams in place, organisations can streamline their operating model, improve portfolio performance, and ensure ongoing compliance and full traceability at all times.
• API adoption: APIs (Application Programming Interfaces) are essential for breaking down information silos and improving efficiency. They enable multiple capabilities to be integrated into mortgage portals, from open banking and loan pre-qualification to digital identity verification, creating the connected, seamless experience modern consumers expect.

Digital-first approaches are becoming a defining factor for success in mortgage lending. At Finsolutia, we support this evolution by promoting models that balance innovation, performance and regulatory alignment, helping shape the future of mortgages in Europe.