#None #Digital Services #Keynova Group #Home Lending

Home Lenders Enhance Digital Impact

As the landscape of home lending evolves, the recent report by Keynova Group highlights a significant transformation in the digital operations of lenders. The 2026 Mortgage-Home Equity Scorecard showcases how top U.S.-based mortgage and home equity providers are optimizing their services. This year, Bank of America and PNC have taken the lead, once again sharing the top spot in the Scorecard, underscoring the importance of digital experiences in securing customer trust and satisfaction.

The Shift Towards Acceleration in Closing and Funding

In an era where speed is paramount, the ability to facilitate faster closings and funding options is increasingly becoming a key differentiator among lenders. The study indicates that accelerated processes are not just nice-to-have features but essential elements for adapting to consumers' growing expectation for swift service, similar to that of on-demand retail.

The report includes encouraging news: the options for swift mortgage and home equity closings have doubled, with one-third of the surveyed entities now offering these services. This shift is particularly pronounced among non-bank lenders that promise approval within minutes and funding within a week. By leveraging advanced digital tools—such as asset valuation modeling, internal account data integration, e-signature capabilities, and online notaries—lenders can streamline the application and underwriting journeys. Moreover, innovation continues to advance as lenders are increasingly utilizing existing customer credentials to auto-fill applications, which significantly enhances user convenience.

To emphasize their commitment to timely closings, 25% of the lender websites feature incentives for borrowers who experience delays, further motivating providers to adhere to promises.

Building Strong Relationships through Total Value

Home lenders recognize the high value of the mortgage-holder demographic, leading to tailored marketing efforts aimed at nurturing deeper, multifaceted financial servicing relationships. The insights reveal that around 42% of lenders engage clients with incentives linked to their mortgage, promoting the use of credit cards, auto loans, and other financial services. Additionally, 25% of lenders are providing credits or reduced fees related to home purchasing, enhancing customer loyalty.

This strategic approach not only increases overall relationship value but also fosters an ecosystem that encourages customers to engage with multiple services. By simplifying access to online tools—such as loan applications and status updates—lenders are cultivating stronger connections with existing clients.

The Role of Visuals in Simplifying Complex Processes

Given that most consumers engage with home lending services infrequently, visuals play a vital role in bridging the knowledge gap. The Scorecard report reveals that all participating lenders provide rich media content, with 60% leveraging video to elucidate mortgage processes. Additionally, one-third offer visual guides on home equity applications, which is essential given the complex nature of these products.

Further, leading lenders like Chase and U.S. Bank are proactively delivering informational videos on financial hardship options and assistance processes to manage situations like foreclosure. Visual tools such as calculators and graphs are also integral to customer education, enabling potential borrowers to make informed decisions. Notably, PNC stands out by offering a wide range of practical calculators that tackle less common topics, enhancing user engagement and understanding.

Conclusion

The findings from Keynova Group's 2026 Mortgage-Home Equity Scorecard serve as a wake-up call for home lenders to rethink their digital strategies. As competition intensifies, the ability to provide speedy service, foster customer relationships, and educate clients will be paramount for success in a rapidly evolving marketplace. Lenders must not only innovate in process improvements but also commit to creating engaging digital experiences that empower customers in their lending journeys. By doing so, they can position themselves as leaders in the future of home lending.