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This article focuses on studying customer narratives during home loan origination and servicing during mortgage banking process, collected for several financial institutions. Federal laws mandate that agencies share these consumer narratives in open domain.

The results displayed here are a subset of what underlying insights can be discovered or what actionable can be recommended to business stakeholders. Note that the application of techniques is based on problem of interest and data/infra limitations. …

Ravi Moritala

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