Angie Graham

Reverse mortgage lenders can use AI as an assistant, not a human replacement, while keeping licensed teams responsible for decisions and oversight.
Companywide AI policies and knowledgeable vendor partnerships help lenders manage legal, operational, and communication risks while unlocking productivity and compliance opportunities safely.
AI calls and chats still need consumer consent, clear caller identification, contact details, and opt-out paths to reach a human representative easily.
Privacy and licensing controls matter: lenders need data storage clarity, usage oversight, controller visibility, and AI tools tied to a credentialed human loan officer.
Emerging AI frameworks may require lenders to disclose AI use in credit decisions, explain AI-driven rejections, and provide meaningful human review for reconsideration.