The Corporate Leadership Council recently conducted a study on the effectiveness of employee engagement in American business, surveying over 50 industries and 50,000 employees. The results prove what great managers already know: there is an incredibly strong correlation between employee engagement and performance.
In the past, loan officers have relied primarily on referrals from Realtors for new business. Now, top producers like Cindy Laffey are using simple methods to get their names directly in front of potential clients. She explains, “We post pictures of every closing and tag our real estate agent, referral source, the buyers and their business pages. It goes on and on. That’s really getting a lot of activity and getting me a lot of exposure.”
Our industry is at a pivotal point as today’s average loan officer reaches their 50s. In the next decade, approximately 200,000 of these professionals will enter retirement, leaving a massive hole in the market if the next generation does not start stepping into their shoes. As mortgage professionals, we must collectively prioritize finding brand new originators if we want our industry to prosper over the years to come.
The number of satisfied customers begin to drop dramatically as loan officers become less communicative. When a customer has to call a lender for a status update, the customer satisfaction rating drops to 65%. And when the customer doesn’t receive a checklist for completing the loan at the beginning of the process, their satisfaction rating sinks down to 57%.
About a week before the November 2016 election, the U.S. Treasury market started to move lower. The cause of this increase in yield on the benchmark 10-year bond was not fear of an interest rate hike by the Federal Open Market Committee or the specter of higher inflation. No, the outlier event that shook the financial world out of years of torpor was a commercial real estate developer named Donald John Trump.
Fannie Mae’s National Housing Survey found that 37% of senior homeowners felt concern for their finances during retirement, yet only 6% of seniors are interested in utilizing home equity as a financial solution. With $6.2 trillion in home equity to bolster retirement income, why aren’t more senior homeowners taking advantage of products like reverse mortgages?
The time has come for internal workflows to be reimagined or all we’ll end up with is a shiny new chassis with a traditional, manual, cobbled-together process under the hood. I’m talking about the elements that make or break a mortgage transaction, such as valuations, investor requirements and reviews, compliance, surprises at the closing table, paper-based payment systems, onboarding, and the list goes on and on.