Mortgage servicers need to establish policies for AI agents acting on behalf of borrowers, according to Anwar Ali, SVP at BSI Financial Services. These agents can handle tasks like gathering information and completing forms, but clear guidelines are needed to distinguish between information gathering and commitment-making.
The increasing capability of AI agents to act on behalf of consumers, including in sensitive financial matters like mortgage negotiations, necessitates new operational policies for financial institutions. Failure to adapt could lead to unauthorized commitments and reputational risk.
Mortgage servicers face a new reality with the advent of AI agents capable of acting on behalf of borrowers, according to Anwar Ali, SVP at BSI Financial Services. Meta's September 8, 2026 launch of its Muse agent, which can browse websites, complete forms, and negotiate, brings this capability closer to everyday use. Ali advises that servicers must prepare by establishing clear policies around disclosure, authentication, and ongoing fitness for these agents.
Staff need to be able to identify when an AI agent is acting for a customer and understand the scope of its authority. Authentication should link the agent to the authorized individual and define the permitted actions, with clear endpoints for authority and mechanisms for withdrawal. Ongoing fitness checks are crucial to ensure agents can differentiate between gathering information and making commitments, and recognize when a decision exceeds their mandate.
While payment regulations offer some precedents for delegated authority, they do not extend to negotiating mortgage terms. Ali emphasizes that accountability is key, and servicers should require stronger assurances for consequential requests, including direct customer confirmation where necessary. He recommends bringing together customer care, product, security, and compliance teams to develop a unified policy with clear escalation paths and boundaries for agent delegation.
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