Our vision is to create customers for life. Learn and utilize the 3 C's of customer service to earn repeat customers, receive referrals, and ultimately create value for your customers and build trust. Data analytics from our borrower surveys show three main pain points that can significantly change your survey scores and the overall customer experience. They are Clear, Check, and Call. Keep reading through this article to learn ways to earn customers for life.
Table of Contents
Provide a Clear Checklist
Use MyMortgage to easily task the borrower with a clear checklist of what documentation is still needed for their loan. See the following instructions for how to do this in a few quick steps.
- From your MyMortgage file in the Tasks tab, click on the Generate Tasks button to select the best bundle of Tasks for your borrower based on what type of borrower they are.
- Go through the list of Tasks assigned with a fine tooth comb to make sure we are only asking for what we truly need.
- If there are any Tasks that are not needed for your borrower specifically, make sure to delete those ones by clicking on the trash can icon next to the Task that you wish to delete.
- If there are additional items needed, you can manually generate a Task by clicking on the Create New Task button.
- If there are any Tasks that are not needed for your borrower specifically, make sure to delete those ones by clicking on the trash can icon next to the Task that you wish to delete.
Resources
- If you are not sure what's included in each bundle, use the MyMortgage Task List Cheat Sheet for reference.
- For more information on Tasking and on MyMortgage in general, refer to this article: MyMortgage: The Basics – Guild Questions
Check before you ask
Customers don't want to be asked for documentation twice. So be sure to check the application twice for what you need, before asking the borrower for documentation. Leverage MyMortgage and implement a solid process in place to ensure all team members are aware of any requests that have been made to the borrower, as well as any documents received. We must have a central repository for tracking what we've requested and received.
Here are a few tips for how to be mindful of the borrower's time and energy.
- Check and use MyMortgage to collect documents and stay organized. In addition, you should check with the processor and in the AIQ folder to see what documentation is already there.
- Be sure to comment on the loan to keep members of your team in the loop.
- Use Fast Track to reduce the amount of documents you need to ask for.
- Be extremely clear about what you're asking for. If the borrower submits a document that isn't correct, explain what they submitted, and what it is that you still need. An adjustment to our communication can make all the difference.
Resources
- For questions about viewing documents in MyMortgage refer to this article: MyMortgage: The Basics – Guild Questions
- For questions about reviewing documents in AIQ, refer to this article: 4.2 Navigating AIQ – Guild Questions
Call Before Closing
Customers have shared the importance of the Loan Officer calling before closing to go over the Closing Disclosure (CD). They're eager to know their cash to close, monthly payment and loan amount, so this is an important time for you to touch base with them and check in to see if they have any questions. This is also a great opportunity to ask for referrals.
Our borrowers trust us with some of the biggest transactions of their lives. Be sure to communicate with them and provide exceptional customer service throughout the transaction and beyond.
Resources
- For tips and tricks on how to review the CD, refer to this article: 7.5 Calling the Borrower to Review the Closing Disclosure (CD) – Guild Questions