The Customer Journey: Then and Now

‍Total Expert Founder & CEO Joe Welu recently joined the HousingWire Daily podcast to break down how AI is helping lenders have smarter, more personal conversations with borrowers—at a scale that simply wasn't possible before.

In early 2025, Total Expert launched our AI Sales Assistant. Since then, the mortgage industry's relationship with AI has fundamentally changed—and Total Expert Founder and CEO Joe Welu says the results have been unlike anything the company has seen in over a decade of building lending technology.

"The innovation this past 6 to 12 months has been nothing short of extraordinary," Welu told HousingWire's Sarah Wheeler. "The results that we've been able to get with our customers have been really like nothing we've ever seen."

The lending challenge AI is built to solve

At its core, AI Sales Assistant addresses one of lending's most persistent challenges: the gap between an originator’s intentions and their bandwidth. Even the best originators can only connect with so many contacts in a given day, week, or month. And if they want those connections to feel personalized from the borrower or homeowner’s perspective, cookie-cutter emails and phone calls won’t cut it. It takes time. And that’s a very finite resource.  

So, originators have a choice: spend time making each interaction more impactful but reduce the number of contacts they can engage or choose quantity over quality and risk eroding your relationships by failing to personalize your communications.  

AI Sales Assistant was designed to close that gap not by replacing originators but by giving them something they've never had: perfect memory and infinite reach. Nobody can remember every detail from a conversation they had six months ago, and they can't personally reach out to every past customer when rates drop or when they reach an equity threshold.

"If you think about a top producing originator who wants to stay really deeply connected to their customers," Welu explained, "the dependencies are often just the time and human horsepower required to reach out and engage with every one of those consumers."

AI Sales Assistant is on pace to 130 million calls this year; each one personalized to the borrower or homeowner’s specific financial situation, tailored to meet the lender’s unique brand, and trained to comply with industry regulations.

Context is everything: Introducing Customer IQ

What makes Total Expert's approach different isn't just the volume of conversations; it's the depth of context behind each one thanks to Customer IQ.

Customer IQ aggregates and analyzes the data that matters most for homeownership and lending: servicing data, real-time product and pricing information, conversation history, consent records, and more. It creates a continuously enriched contact record of every customer and lead, so that every human and AI-powered engagement is grounded in what actually matters to that borrower right now—even as short-term priorities shift and long-term goals evolve.

"Context is really about helping our customers understand what matters most to that consumer at any given time," Welu said.

When a borrower mentions during a call that they're helping their child buy a house, or that they're thinking about downsizing for retirement, that context gets captured, fed back into Customer IQ, and made available to the originator so their next conversation will be more personalized and more meaningful.  

The human–AI handoff

A key design principle for Total Expert is knowing that there will always be a time when AI needs to step aside and let a human take over. If a borrower hesitates or the conversation isn't flowing, our AI Sales Assistant detects it and seamlessly offers to connect the consumer with an originator in real time or schedule a meeting for a later date.

"Because our AI is trained specifically on mortgage use cases and the types of conversations originators are having every day,” Welu continues. “The AI can sense when conversation isn't going in the direction we want it to," Welu explained. "At that moment, if the originator is available, we can live transfer that customer and just get two humans on the phone."

Lenders have significant control over how and when that handoff happens. Total Expert works closely with each customer to craft conversation flows that match their brand, their compliance requirements, and their vision for the borrower experience.

Unlocking products lenders have left on the table

One of the most compelling use cases for AI in lending is to surface home equity opportunities that originators have historically had little time or interest to pursue. That’s because equity discussions often require educating homeowners on their options for leveraging that equity. If a homeowner doesn’t have an immediate need to pay down debt or fund a large expense, for example, those conversations can quickly become dead ends.

But if Customer IQ identifies a homeowner with significant high-interest revolving debt and available home equity, AI Sales Assistant can leverage that insight to proactively reach out, explain the consolidation opportunity, and send the homeowner a link to start the application—all while keeping the originator informed as the opportunity moves forward.

"The originator retains a customer, their brand stays at the forefront, and the homeowner gets an incredible financial outcome," Welu said. "And now the relationship becomes deeper and more connected because you've been able to deliver something they didn’t expect but definitely needed."

Democratizing what only the biggest lenders could do

Historically, maintaining consistent post-close outreach required massive call center operations that only the largest organizations could sustain. Voice-first AI agents combined with Customer IQ level the playing field for lenders, banks, and credit unions of all sizes.

"What voice AI has done is democratize it," Welu said. "Customer IQ with voice AI gives every lender the ability to say, why can't we have 100% retention of our customers? What's stopping us now?”

Lenders using Customer IQ + AI Sales Assistant have already doubled their recapture rates. And as rate windows open and close with increasing speed, the ability to reach the right borrower at exactly the right moment has never been more valuable.

What's next?

Looking ahead to the rest of 2026, Welu is energized by what he sees as a fundamental reimagining of the lending industry, one where AI elevates people to the highest levels of both creativity and productivity, and where consumers consistently receive the kind of personalized, contextually aware experience that was previously impossible to deliver at scale in this industry.

"I'm excited and energized every day by this reimagining of what’s possible in our industry," he said. "We can elevate people to a place that makes their jobs more meaningful and fulfilling. Ultimately, that will lead to better, more consistent outcomes for consumers. It's win-win across the board."

🎧 Listen to the full episode on HousingWire Daily  

Meet the Partner: Tiff's Treats

Tiff’s Treats is a specialty dessert delivery company known for bringing warm, freshly baked cookies straight from the oven to your customers’ doors. Founded on the idea of creating moments of joy through simple, thoughtful gestures, they’ve built a reputation for high-quality treats and fast, reliable delivery. With a focus on celebration and connection, Tiff’s Treats helps turn every occasion into memorable experiences. Whether it’s a milestone moment or a spontaneous surprise, their deliveries are designed to delight.

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Whether it’s a first-time homebuyer collecting the keys to a dream, a homeowner refinancing to lighten their monthly expenses, or a high-equity homeowner leveraging a HELOC to access funds at a lower rate—closing day is special. And as their focus shifts to moving, decorating, and new plans for the future, too many lenders immediately shift their focus to the next customer, the next loan, and allow a perfect opportunity to build lasting loyalty to slip through their hands.

During the mortgage process, engagement is high. There are daily or weekly conversations, timely updates, and a strong sense of partnership. But once the ink is dry, that cadence often disappears. What was once a high-touch relationship quickly becomes no-touch at all.

But it doesn’t have to.

The post-close drop-off problem

No lender wants to lose touch with their customers. The challenges are often time, resources, and execution.

Loan officers are focused on the next deal. Marketing teams are stretched thin. And without a scalable system to maintain meaningful, timely outreach, post-close engagement becomes inconsistent at best and completely forgotten at worst. That can quickly make what once felt like a truly personal relationship feel like a cold, impersonal transaction.

That gap matters. Because when it comes to referrals and repeat business, success isn’t driven by who provided the lowest rate. It’s driven by the emotional connections, trust, and rapport built along the way.  

If you’re not staying present in your customers’ lives, you’re not just losing visibility—you’re losing relevance.

Why traditional outreach falls flat

Email campaigns, newsletters, and postcards all have their place but let’s be honest: most of them get lost in the noise of crowded inboxes and junk mail.

They’re easy to ignore, easy to delete, and easy to forget. That’s because they don’t stand out. They don’t have a presence. And they don’t make an impact. People don’t remember generic marketing; they remember experiences.

Enter Tiff’s Treats: turning a moment into a memory

That’s where Tiff’s Treats comes in. They help lenders transform closing day and mortgage milestones into memorable experiences by delivering warm, freshly baked cookies straight to your customers’ doors.

Think about the moments that matter most in a homeowner’s journey:

• Closing on a new home  

• Celebrating a home anniversary  

• Completing a refinance  

• Cashing out

• Leveraging a HELOC

• Even SELLING their home

What might be another day at the office for you is a deeply emotional and personal experience for them. So, when you show up in those moments with something tangible—something thoughtful—you create a connection that goes far beyond a templated text or email.  

It creates surprise. It creates delight. And most importantly, it creates a memory your customer will remember—and a story for them to share.

From good intentions to consistent execution

Here’s the reality: most lenders already know they should be doing this. They just struggle with consistency as they juggle new leads and active deals. If the choice is between picking up the phone to engage a motivated borrower and coordinating a gift to a past customer, 99 times out of 100 a loan officer will choose the phone call. That’s why automated gifting is so powerful.

Instead of relying on a manual process that pulls you away from opportunities to close deals, lenders can ensure that key milestones are acknowledged, and past relationships don’t fade away. That consistency keeps you connected in a way that feels natural, not forced.

And over time, those small, thoughtful touches compound into something much bigger:

• Stronger customer loyalty  

• More referral conversations  

• Higher lifetime value  

It’s not about one big gesture. It’s about showing up—consistently—in the moments that matter.

Seamless access through the expert partner network

What makes this even more powerful for Total Expert customers is how easy it is to execute.

Through the Expert Partner Network, lenders can access Tiff’s Treats’ services directly within the Total Expert ecosystem—making it simple to incorporate experiential gifting into their existing customer Journeys. Instead of adding another tool or process, gifting becomes part of the workflow:

• Trigger deliveries at key lifecycle moments  

• Align outreach with customer data and milestones  

• Scale personalized experiences across teams and branches  

Turn small moments into long-term growth

Winning in today’s market isn’t just about acquiring new customers, it’s about keeping the ones you have. The lenders who stand out are the ones who understand that retention is built on relationships. When you consistently demonstrate that you have their needs in mind, something powerful happens:

Customers remember you, trust you, refer you, and come back to you the next time they have a mortgage need. That’s how you turn a single closed loan into a customer for life.

Meet the Partner: CredEvolv

CredEvolv connects low-credit/high-debt consumers, mortgage lenders, and HUD-certified nonprofit credit counselors in a unified ecosystem. 1 in 3 Americans lack the credit score to qualify for a mortgage. CredEvolv works to change that by providing a structured path to help credit-challenged borrowers improve their scores—and debt load—and become loan-ready in as little as three months. For mortgage lenders specifically, CredEvolv closes a common gap in the lending process and turns declined applicants into future qualified borrowers rather than lost opportunities.

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For mortgage lenders, credit challenges represent one of the most persistent and overlooked barriers to growth.

Every year, roughly 1.4 million mortgage applications are declined because of credit or debt-related issues, representing more than $300 billion in unrealized lending opportunities. But many of these borrowers are closer to qualifying for a loan than lenders realize. With the right guidance, many can improve their credit profile, reduce debt pressure, and return to the market application ready.  

That reality creates a major challenge for lenders.

Too often, once a borrower falls outside current underwriting requirements, the relationship hits a dead end. The loan officer may know the borrower could qualify in the future, but there is rarely a structured, scalable way to stay engaged, provide the right education, and track progress without creating workflow friction. As a result, these borrowers slip out of sight and often into the hands of competitors or third-party credit repair services.

This is exactly the kind of untapped opportunity that Total Expert and CredEvolv help lenders act on.

Turning yesterday’s denial into tomorrow’s approval

CredEvolv is a fintech platform that connects credit- or debt-challenged consumers with HUD-certified nonprofit credit counselors to help them improve their credit scores and become loan-ready, while keeping them engaged with lenders. The value here isn't just the counseling itself. It’s the ability to keep those borrowers connected to the lender’s relationship and communication strategy instead of pushing them out of the pipeline entirely.  

Historically, lenders have had limited options for supporting borrowers who are close to qualifying but need time and guidance. Many solutions in the market operate outside the lender’s main workflow, creating friction for teams and confusion for consumers. That can break continuity with the loan officer, limit visibility into borrower progress, and make follow-up inconsistent. CredEvolv was built to solve that problem by helping transform a declined or delayed loan into a managed pipeline opportunity.  

Because CredEvolv integrates directly into Total Expert, those opportunities become easier to operationalize at scale.

Bringing credit improvement into the main workflow

The real power of the CredEvolv and Total Expert partnership is that it helps lenders move credit-improvement communications and nurturing into the same system where they already manage customer engagement.

Instead of treating credit-challenged borrowers as exceptions that sit outside normal sales and marketing motions, lenders can identify those borrowers, connect them to trusted nonprofit counseling, and continue relevant communication inside their existing workflow. That means fewer handoff gaps, better visibility, and a more consistent borrower experience.  

For lenders, this is important at three critical moments:

• Before an application begins, when early conversations suggest credit or debt may become an obstacle.

• After a soft credit pull, when signs of qualification challenges become more visible.

• After a HMDA-recorded decline, when many borrowers may still be closer to qualifying than they appear.  

In each of these moments, the opportunity is the same: keep the borrower engaged, educated, and moving forward with a clear plan.

That aligns directly with Total Expert’s broader approach to customer engagement—using intelligence and workflow orchestration to help lenders show up in the moments that matter and prevent opportunities from slipping through the cracks. Total Expert Customer Intelligence includes Credit Improvement Alerts that identify when a borrower who initially didn’t qualify now meets your organization’s required credit criteria. From January-June 2025, credit improvement was one of the most monitored signals helping lenders uncover new application and funded-loan opportunities through Total Expert.

Why early engagement matters

When lenders identify warning signs early, the conversation with the borrower changes.

Instead of ending with “you’re not approved,” it can become: “here’s what needs to happen to get you there.”  

Some of the most common indicators include high credit utilization, recent late payments, thin or unstable credit history, rising debt-to-income pressure, and scores near underwriting cutoffs. These are not always signs that a borrower is out of reach. More often, they are signals that the borrower needs education, accountability, and a structured path forward.  

That is where CredEvolv plays a critical role. Through its network of nonprofit counseling partners, borrowers receive realistic guidance tailored to their situation.  

• Consumers who work with CredEvolv’s nonprofit counseling agencies reach their goals in an average of three to five months, often improving their credit scores by 40 to 100+ points while reducing utilization and resolving delinquent accounts that were preventing approval.  

• Lenders that use CredEvolv’s recommended best practices also report seeing pull-through rates up to 50% on borrowers who enroll with a credit counselor.  

A better experience for borrowers and a better process for lenders

For borrowers, the experience is more supportive and less transactional. They’re not left to figure things out alone. They're shown a path forward, supported with education from a trusted source, and given a reason to stay connected to the lender that first engaged them.

For lenders, the advantage is operational. Rather than relying on manual follow-up, disconnected vendors, or inconsistent loan officer outreach, they can keep Credit Improvement Journeys closer to the core relationship strategy. That helps teams maintain visibility, reduce lost opportunities, and make sure borrowers working toward qualification don’t get left behind.  

This is especially valuable in an environment where lenders are under pressure to do more with the opportunities already in their database. Recovering even a fraction of borrowers who would otherwise be lost can create meaningful pipeline lift without relying solely on new lead acquisition.

From dead end to pipeline strategy

Credit-challenged borrowers should never be written off. For many lenders, they represent one of the most overlooked business growth opportunities.

Together, CredEvolv and Total Expert help lenders turn what used to be a dead end into a more structured recovery strategy: identify credit-challenged borrowers earlier, connect them with trusted counseling resources, keep communication active inside the lender’s main workflow, and re-engage them when they’re ready to move forward.  

That’s the difference between simply declining a borrower and building a process to win them back. And in a market where every opportunity matters, that difference can be significant. A small change in your organization’s mindset and workflow could be the life-changing support that a borrower needs, and that they won’t forget.