"Offense, meanwhile, involves anticipating needs and planning for various scenarios. Defense looks like sitting still. Defense looks like reacting to rates, [and it] looks like expanding and contracting to every market term. So we're not necessarily just in a turbulent market right now. Our market and our industry are evolving faster than any of us can really reorganize our orgs to keep up. So what offense looks like is trying to anticipate those needs and being ready for anything, Snow said."
"I have this little saying in my head that we just focus on TPP: technology, process and people. So what that looks like for us is constantly evolving technology that can also anticipate a need, so understanding customer sentiment, understanding what the customer needs before they ask, making sure that our models are intuitive and have empathyand as we evolve that technology, it's really about being what we need to do with our organization and our culture, she said."
Mortgage bankers should move from defensive, reactive responses to offensive strategies that anticipate needs and plan for multiple scenarios. Defensive responses entail reacting to rates, expanding and contracting with market terms, and remaining static while markets and the industry evolve faster than organizations can reorganize. Offensive responses require preparing for varied scenarios and deploying technology, process, and people strategically. Constantly evolving technology should anticipate customer sentiment and needs, use intuitive, empathetic models, and support organizational culture and processes. Tailored customer pathways are essential to serve diverse homebuyers, from digitally native self-servers to traditional buyers seeking personalized guidance.
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