More and more of the loan process is happening for the consumer via the Internet. Mortgage applications, document uploading such as W2s and appraisals, document signing, communication and approvals are all happening more often on mobile platforms. There is no doubt that technology is infiltrating the mortgage industry. But there is still something to be said for the human touch, that personal interaction where the loan originator gets to know the borrower and understand their needs better. No doubt, in today’s world, where people may prefer to do everything online, there needs to be a balance. But what is the right balance? NFM Lending President, Jan Ozga, shares his take on what the right approach should be on man versus machine in the mortgage industry.