---
title: "Adapt or Disappoint: Meeting Borrower Expectations in the Era of COVID"
description: Despite the economic uncertainty still looming as a result of COVID-19, purchase applications continue to surge.
---

[Mortgage & Loan Origination Software Blog ](https://www.calyxsoftware.com/blog)

# [Adapt or Disappoint: Meeting Borrower Expectations in the Era of COVID](https://www.calyxsoftware.com/blog/borrower-expectations-during-covid-19-pandemic)

 Written by [The Calyx Team](https://www.calyxsoftware.com/blog/author/the-calyx-team) | Oct 12, 2020 2:34:37 PM

Despite the economic uncertainty still looming as a result of COVID-19, purchase  
applications continue to surge. However, the virus has added an additional layer of  
complexity to the origination process. A layer that is quickly being addressed by the  
accelerated speed of technology adoption. Technology such as hybrid e-closings, exterior,  
and desktop appraisals, and remote online notarizations have become more popular in  
recent months.

However, if you are still reluctant to introduce new technology into your business model  
let’s talk discuss a few tools to help increase borrower satisfaction and improve your  
efficiencies in the era of COVID.

Hybrid Electronic Closing  
Prior to the crisis, the mortgage application process was often no picnic for borrowers. The  
time to close could easily take 40 days or more—and for someone eager and excited to  
move into a new home, those days can feel like forever. Eagerness can turn into anxiety  
when problems arise along the way.

Not surprisingly, closing times are longer now. Lenders are backed up with processing  
refinancing applications and underwriting times are longer. Although these things are  
outside of your control there are some ways to minimize borrower impact.

Start by managing your borrowers’ expectations so they understand what may lay ahead.  
Communicating the details of your most recent experiences and time to close is a great  
way to establish a relationship of transparency and trust. Some home buyers are even  
adding addendums to contingency timelines to account for COVID related holdups.

Second, seek out one of the growing number of title companies offering e-closings. The  
process is faster, reduces the risks associated with close interaction, reduces error,  
decreases time to close, and offers you better control and accountability.

Exterior and Desktop Appraisals  
The GSE's have announced the extension of temporary appraisal guidelines created as a  
result of the virus. Big news considering this means some loan types will continue to be off  
the table for origination. It also means you will need to work with appraisal companies  
comfortable with exterior and desktop valuations.

The most important piece is a comprehensive, efficient LOS. It should be equipped with  
seamless access to hundreds of integrated vendor partners. This gives you the choices and  
tools you need to originate with confidence. Right now, that confidence can appear in the  
form of choice. The ability to choose from a list of title, appraisal, credit vendors, lenders, or  
more, is vital. Make sure your origination technology is working for you.

[View full post](https://www.calyxsoftware.com/blog/borrower-expectations-during-covid-19-pandemic)

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