The last mile of the consumer’s mortgage origination journey — scheduling and signing — is often where frustration peaks for borrowers. In our digital-first world, few consumers expect unclear and inflexible processes related to their notary appointment — or to be tethered to in-person paperwork. Yet for many lenders, this remains the norm.
That disconnect between what borrowers expect and what they experience at closing is more than an inconvenience. When the process feels antiquated or cumbersome, satisfaction drops, pipelines slow down, and the risk of fallout increases. Over time, that inefficiency chips away at profitability.
Digitizing the closing process does more than accelerate timelines. It transforms the borrower experience into one that’s intuitive, transparent, and confidence-inspiring, all of which has real benefits for lenders. A smoother close builds trust, eases pressure on internal teams, and strengthens a lender’s ability to compete in a market where customer experience increasingly drives business performance.
What borrowers want and why lenders should deliver
Today’s borrowers want control. According to the 2025 ServiceLink State of Homebuying Report, 76% of respondents said they’d prioritize lenders who let them schedule their appraisal or closing appointments digitally, yet only 35% who closed in the past four years were able to do so.
That highlights a clear opportunity for lenders to deliver a differentiated customer experience by incorporating digital scheduling. Giving borrowers more visibility and choice in how and when they close creates a better overall impression of the lender, which can pay off in the form of referrals, retention, and long-term trust. It also helps lenders capture the operational benefits of faster cycle times without sacrificing service quality.
Digital closing, real results
Modern closing platforms now allow borrowers and lender teams to view real-time availability of qualified signing agents, confirm appointments instantly, and choose how they want to close, whether online, in person at home, or at their lender’s local branch.
Borrowers overwhelmingly opt for speed. ServiceLink’s data revealed nearly 100% of borrowers choose the first available closing date when given the opportunity to digitally schedule their closing, with rescheduling rates falling dramatically. Meanwhile, lender teams gain process certainty – no more back-and-forth calls or delays that push deals past rate lock windows.
Remote online notarization (RON) and in-person electronic notarization (IPEN) also help reduce post-close document errors and funding delays. The result is a faster, cleaner close, and a better borrower experience lenders can stand behind.
A strategic win for lenders
Digitizing closings offers more than convenience. It delivers measurable value across the organization:
- Boost borrower satisfaction. Consumers increasingly expect the kind of self-service experience they get elsewhere in their financial lives. Offering mobile scheduling, flexible signing options, and transparent communication helps lenders meet and exceed those expectations.
- Cut costs and improve margins. Faster signings, fewer errors, and less time spent coordinating appointments mean lower operational overhead. Choosing a trusted high-confidence partner, to consistently and sustainably close faster, also allows lenders to work with shorter rate locks to reduce hedging costs.
- Enhance brand impact. Closing is one of the few moments of live borrower interaction. Digital notifications and streamlined communications keep borrowers informed, while white-labeled messaging reinforces your brand.
- Simplify implementation. Lenders don’t need to overhaul their systems to offer digital closings. With the right partner, digital signing tools can be integrated quickly and painlessly — often without a major tech lift or significant workflow changes.
Accelerating closings is a critical step toward making the seven-day refinance a reality. For lenders, it’s also a smart move in a market that demands speed, convenience, and standout service.
Kiran Vattem is the Chief Digital & Technology Officer, ServiceLink.
This column does not necessarily reflect the opinion of HousingWire’s editorial department and its owners. To contact the editor responsible for this piece: [email protected].
This is part IV of our series on Making the 7-Day Refi Reality: Why Now Is the Time to Modernize the Mortgage Process.
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