For many borrowers, the appraisal is the most stressful step in a refinance: part mystery, part high-stakes hurdle. Will the home appraise high enough? Will it delay closing? What actually determines the final value?
Lenders can help ease these concerns by adopting the right combination of technology, strategy, and partnerships to modernize the process. A more transparent and streamlined approach not only keeps borrowers better informed, but it also contributes to regulatory compliance, improved employee engagement, and significant cost improvements for lenders as well.
Smarter scheduling starts with strong oversight
At the core of this transformation is better control over appraiser assignment, coordination, and communication. Rather than relying on fragmented vendor models or trying to manage panels in-house, many lenders turn to appraisal management companies (AMCs) that curate, govern, and oversee panels of licensed professionals vetted for quality, coverage, and compliance. But the key to transformation is one step beyond: it’s selecting not just any AMC, but specifically an AMC partner that offers transformational technology. Lenders should prioritize real-time, digital scheduling solutions that sync with appraisers’ calendar availability and embed into point-of-sale and loan origination systems.
Borrowers will benefit from increased transparency and choice when they can self-schedule their own appraisal appointment on their smart phone or tablet. The right partner will keep lines of communication open at every milestone prior to the appointment – providing immediate confirmation with information about the appraiser following scheduling, sharing information about the appraisal process, and letting the borrower know when the appraiser is on their way. These touchpoints instill confidence in the borrower and provide another opportunity for lenders to reinforce their brand. The result: a faster, more consistent experience for borrowers and less manual work for origination teams.
Partnering with an AMC that maintains a compliant, high-performing panel also helps protect appraiser independence. It helps guard against bias and valuation inconsistencies by enforcing performance standards and rotation policies. With dedicated oversight and real-time dashboards, lenders and their partners can monitor turn times, quality scores, and communication records while staying within regulatory guardrails.
Lenders seeking to stand out from the pack by increasing efficiencies while protecting borrowers and reducing risk should partner with an AMC that utilizes industry-leading quality control solutions. The most effective solutions flag potential issues – from errors and subjective terminology to deferred maintenance that could impact value – while also mirroring individual lender processes to reduce the need for additional reviews along the way.
Again, technology plays a critical role in maintaining that balance. Smart platforms match appraisers with orders based on performance, geography, and availability, without lender influence – reducing risk while improving responsiveness.
Faster and safer refinances
These enhancements reduce delays and improve transparency for borrowers and lenders alike. Embedding appraisal into the point-of-sale experience gives borrowers instant confirmation of scheduling and real-time visibility into progress. On the back end, audit trails and performance metrics create clarity for loan officers, and internal risk and compliance teams.
The payoff is operational, financial, and reputational. Shorter appraisal turn times mean fewer rate lock extensions and a lower chance of fallout. Fewer touchpoints and fewer errors reduce overall costs. And strong compliance practices help lenders avoid regulatory scrutiny and certain appraisal risks, even as they move faster.
Appraisal has long been one of the most fraught parts of the refinance process. Modernizing its processes ensures valuation keeps pace with the rest of the mortgage experience.
Kiran Vattem is the Chief Digital & Technology Officer at 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: zeb@hwmedia.com.
