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Looking Ahead W ith the fall season arriving, a chill is finally creeping into the air here in Dallas, Texas, and in the wake of our annual Five Star Conference & Expo, MReport is looking ahead. Both to where the industry plans to go in the final months of 2019, and on into 2020. For our cover story, "When Worlds Collide," MReport's Radhika Ojha spoke to both lenders and fintech companies about how the landscape is changing as tech continues to advance and competition arrives from unexpected places. Flip ahead to page 22 for insights from representatives of Bank of America, Chase Home Lending, loanDepot, SunTrust, TD Bank, and more. In "Employee Impact," Brian Lynch, Founder and President of Advantage Systems, discusses why allocating time, money, and effort into improving employees' user experience is critical for financial institutions. Next up, Elliot Salzman, Chief Credit and Compliance Officer for LoanLogics, brings us "Risk and Reward," an examination of why the mortgage industry needs to examine how and where the tolerance for risk in the non-QM market is growing, and how lenders should respond. "Making the Most of Mortgage Mergers" shares insights from Garth Graham, a senior partner at STRATMOR Group. Graham takes a look at the current market landscape and explains why now might just be the right time for an M&A transaction. Finally, FICO VP of Scores and Analytics Joanne Gaskin explores why innovation, education, and financial literacy are key to busting some long-held misconceptions about credit scores. Read all about it in "Keeping the Dream Alive." Welcome to the October 2019 edition of MReport. David Wharton Managing Editor 2 | TH E M R EP O RT MNOTES © 2011 First American Financial Corporation and/or its affiliates. All rights reserved. YOUR business is OUR business! First American Mortgage Services is laser focused on mitigating YOUR cost, risk and exposure by aligning our advanced solutions with YOUR strategic objectives and compliance needs. We are the New First American, over 120 years young, strong and financially secure. Insight | Innovation | Integrity First American Title Insurance Company and First American Mortgage Services make no express or implied warranty respecting the information presented and assume no responsibility for errors or omissions. FIRST AMERICAN and FIRST AMERICAN TITLE are trademarks owned by First American Financial Corporation. 2 | Th e M Rep o RT Publisher Jon Ball contributing editor Abby Gregory online editor theMrePort.coM Ryan Schuette coPy editors Alison Rich emily White Youree heather hill contributors phil Britt Bob Calandra eric Fox Jack Konyk Mark Lieberman creative director Jason Stone art director Jonathan Won associate art directors Bruce Sons Chanyanont Loha-Unchit design director Sean Walker advertising Dina Duncan (214.525.6740) Jason Myers (214.525.6760) Andi Zimmerman (214.525.6724) technology Toby Tull Brandon Shangraw social Media Leon McKenzie Ani Vera circulation/corresPondence Celina Avila corPorate officers chairMan & chief creative officer chief executive officer Mark hulme edward R. Delgado business develoPMent Andi Zimmerman chief financial officer John harrison director of huMan resources ernest Gillespie director of oPerations Toby Tull account executives senior account executive Donna Lott (214.525.6792) sPonsorshiPs Jason Myers (214.525.6760) account executives Renee Charles (214.525.6742) Thomas Griffin (214.525.6754) Kristin Larson (214.525.6713) Ryan McLemore (214.525.6706) Marketing Travis Bogdon Matt hulme Production Kyle Curtis Miguel Martinez Christian McCrossan concierge Celina Avila art direction Jason Stone Sean Walker Jonathan Won No part of this publication may be reproduced without written permission from the publisher. ©2011 Reo publishing LLC All Rights Reserved This publication is intended to provide accurate, authoritative, and detailed information in regard to the subject matter covered. All written materials are disseminated with the understanding that the publisher is not engaged in rendering legal advice or other professional services. Under no circumstance should the information contained herein be relied upon as legal advice as it is designed to be a source of information only. MReport strongly encourages the use of qualified attorneys or other qualified experts with regard to the subject matter covered. MReport does not guarantee the accuracy of the information and is not liable for any damages, losses, or other detriment that may result from the use of these materials. FORDEFAULTSERVICINGPROFESSIONALS THEFIVESTARINSTITUTE Follow us. EDITOR-IN-CHIEF Rachel Williams MANAGING EDITOR David Wharton ONLINE CONTRIBUTORS Mike Albanese, Radihika Ojha, Seth Wellborn COPY EDITOR Brandy Scott CONTRIBUTORS Brian Lynch Elliot Salzman Garth Graham Joanne Gaskin CREATIVE DIRECTOR Jason Stone ART DIRECTOR Jonathon Won DESIGN DIRECTOR Sean Walker ADVERTISING Kevin McCrea (214.525.6756) 2019 EDITORIAL ADVISORY BOARD Danielle Hale, Chief Economist, Realtor.com ® ; Ken Markison, Of Counsel, Weiner Brodsky Kider PC; Alex McGillis, Director of Product Development, Quicken Loans Erik Schmitt, Managing Director of Origination Division, Chase Home Lending; Rocky Stubbs, SVP, Head of Direct Lending, Flagstar Bank Corporate Officers CHAIRMAN & CHIEF CREATIVE OFFICER Mark Hulme PRESIDENT & CHIEF EXECUTIVE OFFICER Ed Delgado ART DIRECTION Jordan Funderburk, Jason Stone, Sean Walker, Jonathon Won PROFESSIONAL ASSOCIATIONS FORCE: Annie Collier (214.525.6740) Legal League 100: Lindsay Wolf (214.525.6786) American Mortgage Diversity Council, National Mortgage Servicing Association, Property Preservation Executive Forum: Rachel Williams (214.525.6748) No part of this publication may be reproduced without written permission from the publisher. ©2019 REO Publishing LLC All Rights Reserved This publication is intended to provide accurate, authoritative, and detailed information in regard to the subject matter covered. All written materials are disseminated with the understanding that the publisher is not engaged in rendering legal advice or other professional services. Under no circumstance should the information contained herein be relied upon as legal advice as it is designed to be a source of information only. MReport strongly encourages the use of qualified attorneys or other qualified experts with regard to the subject matter covered. MReport does not guarantee the accuracy of the information and is not liable for any damages, losses, or other detriment that may result from the use of these materials.