Lending

Student “Housing” – Perception & Possibility

5 mins read
October 5, 2017
By
Total Expert

Recent data from two different mortgage and real estate sources present widely divergent angles on a subject that affects many Americans: college loan debt and financing. And there is tremendous opportunity for mortgage loan officers (MLOs) and Realtors to establish and build long-term relationships using the findings from each.

The National Association of Realtors (NAR) released its 2017 Student Loan Debt and Housing Report, which was laden with concerns from graduates burdened with debt. Around this same time, web-based real estate database and brokerage, Redfin published an article about saving money by buying a condo instead of paying for a dorm. It’s a bit ironic to see real estate offered as a college savings and finance vehicle when so many graduates say the cost of their education is a major reason they continue renting.

While the NAR report offers an opportunity for lending and real estate professionals to open dialogue, counsel and eventually help graduates, who are most likely Millennials, to buy homes, the Redfin article is most valuable to parents with children who will be heading to college at some point in the future, and outlines an interesting investment possibility.

Acknowledging the pain points and offering solid solutions to these two niche channels will add dimension to your marketing, differentiate you and establish you as an authority.

Adjusting Perception

With U.S. student loan debt at $1.45 trillion dollars, NAR’s survey reinforces the public perception that student loan debt is debilitating in several ways. The following are answers from Millennial respondents who do not currently own a home, showing the negative impact of education-related debt on their choices and options:

  • 83% said their efforts to buy a home have been hindered
  • 61% said they are not consistently able to contribute to a retirement plan
  • 55% have postponed having children
  • 41% have postponed marriage

Education-based marketing is helpful to this group who feel as though student loan debt is slowing them down and forcing them to delay life milestones like marriage, family and homeownership.

More: Education-based Marketing: How to Make Lunch & Learns Work for You

Guidance from a professional MLO willing to assist graduates in preparing for homeownership over time can help this dejected group move forward and get on a solid path to homeownership – along with marketing outreach featuring encouraging statistics. Use the following statistics from credit reporting agency TransUnion:

  • Consumers aged 18-29 with a student loan in repayment are gaining access to new loans as good as – or better than – their counterparts without student loans.
  • Student loan consumers in their 20s have surpassed their non-borrowing counterparts in obtaining mortgages, auto loans and credit cards.
  • Consumers with student debt are usually able to catch up to the rest of the public in their ability to access credit within three to six years of finishing school, and that has not changed even though student loan debt has increased.

MLOs and Realtors should seize the opportunity to inform the 44 million Americans carrying student debt about how to get in position for homeownership – and become valuable advisors far beyond a first home purchase.

Considering Possibility

The cost of college could fuel new interest in investment property. Redfin published a blog, “15 Colleges Where It’s Cheaper to Buy a Condo Than Pay for a Dorm” and posted cost savings ranging from $23 to $342 dollars per month. Students who need to borrow to attend college aren’t usually in a position to buy a condo, but family members planning to help fund a child’s post-secondary education could be. Even parents who find this idea peculiar because they have no idea where their kids will end up for college could still use investment property to help with college funding, using the traditional approach of generating income and accruing equity.

The idea of owning the home a student lives in during college becomes more attractive when you consider the cost of room and board:

  • The average college charges $7.50 per meal and $4,300 per annual meal plan, according to the S. Department of Education.
  • The average cost of food for Americans living on their own is a little less than $4 a meal, dining out included, according to the U.S. Bureau of Labor Statistics.
  • The price of a typical college dining hall contract has jumped 47% in the last decade while overall food costs across the nation rose only 26% during the same period, according to the U.S. Department of Education.

The idea of buying condos for college kids may seem far-out to a lot of families, but the cost of higher education is a real issue that shows no signs of diminishing. Opening discussions and presenting ideas to help consumers reach goals and tackle challenges that involve your professional specialty is a great way to get and stay engaged with new prospects and past clients.

With fall being a peak time for college applications, the hefty price tag of a four-year degree is on the minds of many. Consider reaching out to people who currently have student debt and families who have college costs on the horizon with data that shows what’s possible. Showing them potential paths to homeownership and investment property performance scenarios are great conversation starters.

College and homes are two of the biggest purchases consumers will ever make; MLOs and their Realtor partners can offer their expertise and insight to assist with preparing for both.

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Catch the conversation to hear how AI is revolutionizing lending and why Joe believes those who embrace it will be tomorrow’s market leaders.

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Total Expert Founder & CEO Joe Welu recently joined Robbie Chrisman for an episode of the Daily Mortgage News podcast where they discussed the current (and future) state of the mortgage industry, challenges facing lenders and loan officers, and the solutions that AI-enabled tools can provide in difficult markets.

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By Pete Karns, Chief Product Officer, Total Expert

AI is no longer a future state—it’s already here, embedded in everything from ride-sharing apps and food service to factories and farms. In the world of financial services, though, this ubiquity comes with pressure to integrate AI fast, appear innovative, and keep up with competitors—all while being mindful of evolving federal and state compliance requirements. Moving fast without a plan or awareness of up and downstream implications often leads to AI-enabled solutions that either underdeliver or don’t deliver at all.

At Total Expert, we’ve taken a different path: thoughtful integration over flashy announcements. As more financial institutions wrestle with what “real AI adoption” should look like, here’s what we’ve learned and what lenders need to consider to get it right.

Where enterprise AI goes wrong

Too many financial services leaders have experienced what I call “AI failure to launch (and scale).” They’ve rushed to try unintegrated AI-enable offerings and bolt on AI tools—often generalist chatbots, white-labeled versions of generative tools, and/or hooking up to MCP servers—without a clear sense of how these tools will solve their business problems or add potential risk. The result? The occasional value-add result. However, what we see more is poor user adoption, wasted spend, and limited impact.

This is the same trap we saw with “digital transformation” a decade ago, or the original horizontal SaaS applications that evolved or were replaced by vertical-specific solutions. AI-enabled solutions offer tremendous, generational promise but they risk becoming vanity-first, value-later tools. We are focused on the former.

AI that thinks and adapts: Welcome to agentic AI

Let’s make one thing clear: not all AI is created equal.  

Chatbots have been commonplace in financial services for a decade now, but remain rigid, rule-based tools that handle repetitive tasks.  I’ve worked with “AI” services for more than 15 years and each had their own place and potential when used properly. Herein lies the opportunity. Modern lenders that are focused on retaining and growing their customers in an ultra-competitive market need something more dynamic. Enter AI agents that can understand context, adapt on the fly, and speak in a human-like way. These agents are coachable, brand-aware, and learn from every interaction. They don’t follow scripts—they think in real time. And when built correctly, they become a seamless part of your customer experience.

This is the evolution from AI as a support function to AI as a trusted team member.

Total Expert recently launched an AI Sales Assistant that puts this principle into action. It functions as a scalable, intelligent teammate—able to engage leads, deliver personalized conversations, and identify high-potential opportunities—all while staying aligned with your brand voice and compliance requirements. It’s not a chatbot bolted onto a CRM—it’s a fully integrated AI-enabled solution, utilizing data, embedding within workflow orchestration, and playing nice with application logic because it has the necessary context to work within your lending ecosystem.

The real “why” behind AI adoption

Before choosing any AI solution, or any technology solution, financial services firms must ask themselves: What business problem are we solving?

For example, when mortgage rates dropped for a few weeks in September 2024, our customer intelligence capabilities identified nearly $2 billion in immediate refinance opportunities. But no team of loan officers could scale quickly enough to reach every qualified lead. That’s where AI tools prove invaluable—automating first-touch outreach at scale, surfacing the best opportunities, and empowering human teams to scale up execution to drive retention and growth.

Why embedded beats bolted-on

The types of AI-enabled solutions we are talking about can’t function effectively in isolation. Without access to timely and accurate customer data, and invoked within a specific workflow process, it can’t personalize interactions, anticipate needs, or drive conversions at the right time.

Picture an AI assistant offering a refinance to a customer, only to stall when asked for more details. If it doesn’t know the customer’s current rate or financial profile, the experience feels hollow. That’s not just ineffective—it damages trust.

By contrast, when AI-enabled solutions are embedded within a unified customer experience platform like Total Expert, it draws on a 360-degree view of the customer. It knows the data, understands the history, and delivers contextually rich conversations that convert.

This is why we’re designing our AI capabilities with a focus on the unique needs of financial services organizations. The same purpose-built approach has earned the Total Expert platform its unmatched reputation for usability and time to value.

Generalist AI offerings can be a gamble that increase costs—and time to value

Implementing AI that’s not purpose-built for financial services introduces two major risks:

1. Usability failure: Your team must spend months customizing and configuring a generalist AI tool to make it work for your specific needs—if it will ever work at all. For example, imagine you’re a loan officer and one of your referral partners introduces you to a borrower. Now, you have to choose the best way to approach the first conversation with this borrower. There are countless permutations of questions and answers which all require deep personalization, compliance awareness, and consistent representation of the sales processes and brand tone of the lender. Generalist AIs will quickly reach their limitations in these complex use cases.

An industry-focused AI offering will be trained on this specific use case and provided with the context needed to hold a dynamic conversation with the borrower. This type of AI learns and adapts with each interaction, performing the most time-consuming tasks so you don’t have to.    

2. Compliance risk: Without built-in industry guardrails, you’re gambling with regulatory violations and brand safety.  As we know, the compliance landscape for financial services is broad and evolving at the federal and state level.  Look for AI offerings that are regulatory aware and enable you to configure them based on your organization’s risk tolerance and interpretations.

Lenders don’t need more tools—they need the right tools—ones that work out of the box, understand industry nuances, and deliver immediate, compliant value.

Ask these questions before you commit to an AI offering  

To maximize the probability of success, here’s a quick checklist for vetting solutions:

  • Can it solve a real, high-value business problem, and how? Review specific examples and ask to speak with other organizations that have implemented the tool.
  • Does it function as a true AI agent, not a static bot?
  • Can it be deeply integrated into your core system(s), workflow orchestration, and data?
  • Does it include financial industry compliance and brand guardrails?
  • Can it scale without sacrificing quality or regulatory integrity?

Building the future with purpose-built AI

Total Expert has always designed technology with financial services in mind, and our approach to utilizing AI is no different. We’re not chasing hype. We’re solving problems.

Our focus on AI isn’t simply building standalone features—it’s about embedded, intelligent, and deeply integrated AI solutions. It’s helping lenders scale smarter, engage more meaningfully, and turn data into action. Our AI Sales Assistant is just the beginning—an example of how purpose-built, AI-enabled solutions can solve real problems and deliver tangible value. We are already testing and exploring other AI-enabled solutions and I could not be more excited about the current and potential value our clients and our market will achieve.

Because when AI works, it’s not just impressive—it’s indispensable.

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