Case Study: A Lender’s Journey to 100% eMortgage Adoption
The mortgage industry has been steadily moving toward digital transformation for years, but full adoption of eMortgages still remains a major milestone for many lenders. Today, we take a closer look at the inspiring journey of HarborView Lending, a mid-sized regional lender that successfully transitioned to 100% eMortgage adoption — and what other lenders can learn from their experience.
The Starting Point
Three years ago, HarborView Lending faced a familiar challenge: slow closing times, customer frustration, and increasing competition from digitally native mortgage companies. Their process was largely paper-based, requiring multiple in-person interactions, wet signatures, and physical document storage. Leadership knew they needed to evolve or risk falling behind.
Their goals were clear:
Reduce loan processing and closing times
Improve borrower experience
Cut operational costs
Increase data security and compliance
Position themselves as a future-ready lender
Mapping Out the Digital Roadmap
HarborView’s leadership began with an internal audit of their existing workflows and technologies. They realized that adopting eMortgages was not just about eSignatures — it would require a complete rethinking of their processes.
They developed a four-phase plan:
Technology Assessment and Partner Selection
HarborView carefully evaluated eClosing platforms, eVault providers, and MERS® integration partners. They selected partners based on scalability, ease of use, and robust compliance support.Pilot Program and Internal Training
They launched a pilot program with a small team and a limited number of loans. Training focused on both technology usage and cultural change — helping staff understand the why behind the move to digital.Borrower Experience Focus
They invested heavily in borrower education, creating videos and guides that explained the eClosing process and its benefits. Borrower satisfaction became a KPI for success.Gradual Rollout and Feedback Loops
HarborView expanded the program statewide, regularly gathering feedback from both borrowers and internal teams to refine the process.
Overcoming the Challenges
The journey wasn’t without hurdles:
Internal Resistance: Some seasoned loan officers were initially hesitant. HarborView addressed this by pairing them with "digital champions" — early adopters who mentored others.
Partner Coordination: Integrating new systems with title companies, investors, and county recorders required proactive communication and flexible solutions like hybrid closings during the transition.
Regulatory Navigation: Varying state laws around Remote Online Notarization (RON) meant HarborView had to adapt their approach depending on borrower location.
The Results
Within 18 months of starting the project, HarborView achieved 100% eMortgage closings. The results were transformative:
Closing times dropped by 42%
Borrower satisfaction scores increased by 35%
Operational costs reduced by 20%
Post-closing quality control issues decreased significantly
Employees reported greater job satisfaction due to reduced administrative burdens
Perhaps most importantly, HarborView’s reputation soared. Realtors, borrowers, and investors increasingly preferred working with a lender that made transactions fast, simple, and secure.
Key Lessons Learned
It’s a Cultural Shift, Not Just a Tech Upgrade
Early buy-in from leadership and frontline staff is essential.Borrower Education is Critical
Clear, friendly communication eases borrower concerns and accelerates adoption.Flexibility is Key
Be prepared to support hybrid models while working toward 100% digital.Choose the Right Partners
Integration-friendly technology partners and supportive service providers make the journey smoother.Celebrate Milestones
Recognizing internal successes helps build momentum and maintain morale.
Final Thoughts
HarborView Lending’s story shows that achieving 100% eMortgage adoption is possible — and profitable — with the right strategy, commitment, and focus on people. As digital expectations continue to rise among borrowers, lenders who embrace full eMortgage adoption will be best positioned to thrive in the future mortgage landscape.
