How Fannie Mae is leveraging technology to expand access to homeownership

Fannie Mae is taking important steps to help the mortgage industry close the racial housing gap, achieve equality within the housing industry and offer sustainable and affordable housing.

What is the next step for NAR?

In this Q&A, Senior Real Estate Reporter Matthew Blake gives us the inside scoop on what happened at NAR’s annual conference, including the latest on the DOJ investigation.

Mortgage Tech Virtual Demo Day

Tune in to our live Virtual Demo Day on December 1st at 10am CT to experience demos from the most innovative tech companies in the Servicing, Audit and Post-Close space.

What’s next for the maligned real estate appraiser?

In this episode of Houses in Motion, a series that is part of the HousingWire Daily podcast lineup, St. Petersburg, Florida-based appraiser Francois “Frank” Gregoire discusses issues in the appraisal industry.

Mortgage

2018 Women of Influence: Tereze Gegaj

Vice President of Client Service at United Wholesale Mortgage

Tereze Gegaj

Tereze Gegaj, vice president of client service at United Wholesale Mortgage, is turning UWM into one of the top-rated companies in the nation for client loyalty and satisfaction. Under Gegaj’s leadership, UWM has generated an external Net Promoter Score of 91%, an all-time company high and one of the highest in the nation.

Gegaj has been the driving force behind UWM’s increase in popularity. She has pushed forward a number of client satisfaction initiatives such as the No Call Left Behind initiative, which ensures no client ever goes to voicemail when they call; the implementation of a feedback platform for clients; and the Make It Right program, which allows customer service team members greater latitude for addressing client concerns.

Gegaj also implemented a team of call coaches and scorers to help ingrain a customer-first mentality and razor-sharp service skills in the UWM client service team.

Many of Gegaj’s efforts are directed toward securing client buy-in and making them feel valued. For instance, she started an initiative to encourage UWM members to celebrate the clients’ life moments and wins. Furthermore, she is pushing the envelope by farming out idea creation to clients and opening a channel for them to bring ideas to UWM through the Broker Brilliant Idea platform.

Most Popular Articles

FHFA: Government to back mortgages up to $970,800 in 2022

The FHFA today announced the baseline conforming loan limit for 2022 will be $647,200, an increase of 18%. In high-cost areas, the new ceiling loan limit is $970,800.

Nov 30, 2021 By
3d rendering of a row of luxury townhouses along a street

Log In

Forgot Password?

Don't have an account? Please