There’s a misconception that top sales professionals possess the “gift of gab.” But the reality is much more complex than that. The best loan originators in the biz are excellent communicators who understand how to connect with borrowers and referral sources in a way that inspires loyalty and trust. Why it matters: • Stratmor Group’s […]
Don’t Let Poor Communication Torpedo Borrower Satisfaction Read More »
Mortgage sales professionals know that capturing repeat and referral business from previous customers is essential for long-term success. When selling to former borrowers, the cost of acquisition is much lower than marketing to attract new customers. So, what does it take to keep customers coming back and referring their family and friends? Simply put, lenders
Why Borrowers Don’t Give LOs Repeat Business Read More »
In a recent investor presentation by Better.com, the digital-first homeownership company deemed the mortgage industry “broken” as “consumers deal with repetitive data requests, high fees and lack of certainty.” If customer satisfaction surveys regarding the home loan process are any indication, Better.com’s assessment is accurate. Better.com’s technology-driven platform offers a glimpse of mortgage lending’s future.
Has One-Stop Shopping Arrived in Mortgage Banking? Read More »
Many mortgage managers consider their companies to be originator-centric. These senior executives believe that sales employees drive success and they feel that their lender’s originator support is a competitive advantage. I certainly understand this viewpoint, especially in such a difficult recruiting environment. However, I would argue that focusing entirely on the originator experience can lead
How Customer-Centric is Your Sales Organization? Read More »
As we approach the end of the year, it is a good time to reflect on strategic challenges facing mortgage sales groups. While the housing finance industry has had a terrific year in terms of volume, it is clear that the consumer’s home loan buying journey has forever changed. In my view, if lenders
What Mortgage Bankers Can Learn from Netflix Read More »
On September 2, 2020, Quicken Loans announced its first earning results as a publicly traded company. While the lending giant’s performance was terrific, there were a few things that I think were especially noteworthy: their gain on sale was a whopping 519 bps; and they are serious about obtaining 25% market share. It was no
Why a Convenient Loan Process Matters More Than Ever Read More »
Last week, I discussed highlights from Quicken’s IPO and how the company has achieved record growth by having a defined sales process; and training and developing employees. While these are certainly not new concepts, they are rarely practiced at mortgage banking firms. While a number of lenders claim to provide employees with a structured
How to Conduct Training According to Quicken Read More »
In today’s ultra-competitive marketplace, being a good salesperson isn’t enough to generate new business. These originators meet expectations but don’t go above and beyond to deliver an exceptional customer experience. They tend to perform well during refinance markets but lose momentum in purchase money markets because they don’t stand out amid their competitors. Good
Why Being a Good Originator Isn’t Enough Anymore Read More »
There is no other topic in financial circles more sizzling than digital transformation. The buzz is everywhere: conferences, trade papers and webinars. It is like Y2k on steroids. But are we looking at digital transformation the wrong way? I think so. Here’s why we need to change our mindset. A recent Financial Brand article noted that
The Nuttiness of Today’s Digital Transformation Focus Read More »
After speaking at a conference last week on hiring and recruiting, my general impression of the mood in mortgage banking is that it is subdued and apprehensive. Attendees raised concerns about a number of issues from coping with low revenue and volume to productivity challenges to selecting good originators. Most said that this year will
It’s Time to Make Customer Experience a Top Priority Read More »
