Items Tagged with 'Customer service'


  • Sponsored By
    United Wholesale Mortgage

    Lenders: when weighing speed vs. price, don't overlook service

    United Wholesale Mortgage picks up every single phone call
    Oftentimes, when thinking of what all goes into the loan process, it’s easy to forget that actual people are at the heart of making everything possible. If an issue arises with a loan that needs to be quickly resolved, it is a person on the other end of the phone that sees it through to completion. Even the flashiest technology platform is useless without the people to build it, enhance it, fix issues, and cater it to clients’ needs.
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  • No more offshoring: Nationstar moving all customer service operations back to U.S.

    Nonbank says move is based on customer feedback
    Over the last several years, many of the top mortgage servicing companies (both banks and nonbanks alike) moved some of their customer service operations overseas as part of an effort to cut costs. But the practice, known as offshoring, proved somewhat problematic, as customers frequently complained of issues when dealing with offshore customer service representatives. Now, one servicer is choosing to listen to its customers and move its customer service operations back onshore.
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  • From HW Magazine

    Top trends bring focus back to customer service

    Borrowers are looking for more than just the lowest rates
    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%.
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  • This is why customer experience is critical for everyone

    Don’t forget the customers who don't have an "easy button"
    Where are the technological innovations that will benefit the vast majority of the homebuyers and refinancers for whom banks, credit unions and brokers serve? Who is innovating for the customer who doesn’t qualify for the “easy button?”
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  • The top 5 ways to delight potential homebuyers

    Inoculate them, that's a thing
    We are in a wired world where builder performance is readily shared online via open customer review websites. The builders with the happiest homeowners are the companies with glowing reviews that gain market share, while the rest are simply struggling against a growing tide of poor reviews.
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  • The hidden room for improvement in the mortgage process

    "Extra! Extra! Read all about it, Mortgage Bank wins customer service award!" Sadly, that is a headline we rarely see in the mortgage industry. Banks in general and the mortgage industry in particular have a questionable record when it comes to customer service.The ever present, antagonistic relationship between volume and service plagues organizations as they try to grow. It’s like clockwork, as volume increases, service decreases. It used to be the case that you could just throw money at service issues. Well, those days are gone…at least for now.
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