Why AI Won't Replace Your Loan Officer — And What Will | Bob Jennings, CEO of TrustEngine
The mortgage borrower has changed — but most lenders' engagement strategies haven't. In this episode of Connect, Paul Gigliotti, CEO of the California MBA, sits down with Bob Jennings, CEO of TrustEngine, to unpack what it really takes to win and retain borrowers in today's volatile, hyper-competitive lending landscape. From the dangers of AI-dependent borrowers walking in misinformed, to the untapped power of the full loan lifecycle — this is a conversation every LO and lender needs to hear. Bob shares why the human-in-the-loop is non-negotiable in mortgage, how TrustEngine and Mortgage Coach are helping loan officers move borrowers off the sidelines, and why making hard conversations easier is the true ROI of technology done right. Key Topics Discussed: AI & The Borrower Experience: Why LLM-reliant borrowers are arriving misinformed — and what lenders can do about it. Human + Tech: The "pilot in the seat" analogy that perfectly captures why automation can't replace the loan officer. Beyond Lead Gen: How TrustEngine manages the full borrower lifecycle — not just the top of funnel. The Lifetime Client Strategy: Why borrowers do ~7 mortgage transactions and rarely with the same LO — and how to fix that. Proving ROI: How Mortgage Coach drives 30% higher pull-through rates for the LOs who use it. Making Hard Conversations Easier: How technology helps LOs move rate-obsessed borrowers toward smarter financial decisions. About the California MBA: The California MBA is the leading advocate for the mortgage industry in California, dedicated to promoting fair and ethical lending practices through advocacy, education, and innovation. Connect with us: Website: https://www.cmba.com