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People Matter

Orion’s brokers know that what borrowers actually want splits cleanly depending on whether they’re purchasing or refinancing, and we understand how different those two psychologies are. A purchase borrower, especially a first-time buyer, mostly wants certainty that this thing gets done on time and someone else is project-managing it for them. On the refi side, people care far more about rate and speed and much less about hand holding. Knowing the difference is one of the reasons why it is important to have brokers involved in the transaction.

A friend of mine recently told me that the most annoying part of her mortgage was that the lender kept insisting on calling her instead of texting, which sounds trivial but says a lot: she wasn’t looking for more or less touchpoints. She was looking for less to worry about. But underneath both of those, every borrower shares the same core frustration, which is ending up as the de facto project manager of their own loan because the lender isn’t communicating proactively, so they’re left chasing updates and wondering if everything is actually fine. Brokers keep these things in mind with your clients.

Many companies use the same technology, and so using it stops being an advantage. Orion accentuates whatever the next differentiator is. Voice demos have become good enough that lenders who would have laughed off the idea of an AI handling areal borrower conversation a year ago are now sending each other clips saying it’s crazy how well it works. But do they help your clients?

The technology moved, but just as importantly, people’s understanding of the technology moved, and that has reopened conversations about automation that felt closed a year ago.

Companies talk up their artificial intelligence (AI) usage because that’s what recruiting narratives and stock analysts want to hear, and when you actually dig under the announcement, you often find a human still reviewing every case, or the deployment limited to one narrow product line like HELOCs. The real, nuanced picture of what’s working almost never shows up in a public statement, but rather in one-to-one conversations with people you trust.

Other lenders that build their strategy by chasing whatever the loudest voice on social media claims to be doing will find themselves pivoting constantly, because those same people will be announcing a different pilot next quarter. Orion’s management and AEs have more experience and wisdom than that.

Once you know the problem, you know which metrics in the business should move if you’ve solved it, and which stakeholders should notice. Measure success against that, not against tokens burned or how many loans are running through the new tool, because those are proxy metrics that tell you adoption happened, not that the problem actually got solved. Solving the problem versus deploying the technology, is the one facet most of the industry’s current AI conversation is still missing. Orion uses cutting edge technology to allow our AE’s, and you, to focus on the human touch.

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