“Mortgages are a camel business.” With that metaphor, Tim Nguyen kicks off a powerful Fintech Hunting conversation with Michael Hammond about the unseen friction points that quietly erode lender profits. They unpack the early borrower journey and the critical metrics—like Application-Start to Application-Submission—that determine conversion success.

Tim explains how even a 10% lift in completions can unlock millions in revenue and why leadership often focuses on the wrong performance ratios. The discussion reveals how to distinguish between tech friction and process friction, improve borrower loyalty, and redesign application flows that drive lasting growth.