Jacques Rossouw’s Post

Discover a revolutionary upgrade in customer relations management. Insellerate has launched its redesigned user interface, promising enhanced user experience and improved efficiency. Dive into our latest blog for an in-depth analysis on how these changes are set to transform the mortgage industry. #InsellerateUI #MortgageInnovation #UserExperienceUpgrade

Discover a revolutionary upgrade in customer relations management. Insellerate has launched its redesigned user interface, promising enhanced user experience and improved efficiency. Dive into our latest blog for an in-depth analysis on how these changes are set to transform the mortgage industry. #InsellerateUI #MortgageInnovation #UserExperienceUpgrade

Three strategies to elevate customer experience in mortgage servicing https://ift.tt/YxrMIoT In the ever-evolving world of mortgage servicing, delivering an exceptional customer experience at every stage of the customer’s journey is a crucial differentiator. Having spent my career focused on transforming and maintaining an outstanding customer experience specific to our industry, I’ve learned that creating a customer-focused team isn’t achieved through policy, technology, or even training. That’s because, more than anything else, it’s a matter of culture.  At Sagent, we understand that to truly transform the customer experience, leaders throughout the organization must act as culture ambassadors, equipped with the tools and shared priorities to drive innovation and enhance the customer’s experience. I’d like to share some of the strategies enabling us to execute with excellence as we build the future of servicing for our industry. 1. Empowering teams with an agile culture Agility in mortgage servicing is what allows teams the freedom and ability to adapt quickly to changes and meet customer needs efficiently. Empowerment through a culture of positive coaching and development delivers outstanding outcomes, and fostering a positive company culture is key to achieving these results. At Sagent, we have integrated agility into our mindset, mission, vision, and values (Relentless, Relevant, Reliable) to streamline workflows and foster a culture of continuous improvement— a strategy that we’re always fine-tuning.  One may ask, how does a culture with a focus on agile methodology truly enhance the customer experience?  Here are three reasons to help explain:  Anticipating change with rapid response: It provides the ability to quickly address customer concerns and implement feedback (in real time), ensuring a more responsive service experience. Collaboration and transparency: Promotes cross-functional collaboration and transparency, breaking down silos and enabling teams to work towards a common goal—superior customer satisfaction. Iterative improvements: By adopting an iterative approach, we continually refine our processes and technology, ensuring that our services evolve with the needs of our customers. 2. Open communication to strengthen collaboration Effective communication is the lifeline of all organizations. Consistently gathering and listening to customer feedback allows us to develop creative solutions to meet their needs, especially in a market that constantly changes and adapts to new rules and regulations. Without effective communication, how can we create better, faster, and more efficient tools for the customers we all serve?  Within our industry—for both servicing and servicers—it’s important that we are always listening to the feedback received from customers and finding ways to help them overcome challenges. Open communication isn’t just for external purposes. It’s a tool that should be heavily rooted within every...

Rising Customer Satisfaction in Mortgage Servicing: Six Key Actions for Success In the midst of fluctuating interest rates and economic uncertainty, mortgage servicers have managed to enhance customer satisfaction, as highlighted in the recent J.D. Power 2024 U.S. Mortgage Servicer Satisfaction Study. This year, Rocket Mortgage has taken the lead in customer satisfaction, but the landscape is evolving, and servicers must be proactive to maintain and build on these gains. Here are six key actions mortgage servicers should take to ensure they meet the growing expectations of borrowers: 1. Enhance Digital Tools: The study emphasizes the importance of digital experiences in customer satisfaction. Investing in user-friendly online platforms and mobile apps can streamline processes, making it easier for borrowers to manage their accounts, access information, and resolve issues efficiently. 2. Improve Communication: Clear and transparent communication is vital. Servicers should adopt proactive outreach strategies, ensuring borrowers are informed about changes, such as rising escrow costs, and have access to educational resources that empower them to make informed decisions. 3. Focus on Financial Health: As borrower financial health declines, servicers must develop programs to support at-risk customers. Offering financial counseling, payment plans, or educational resources can help borrowers navigate their financial challenges, ultimately fostering loyalty and trust. 4. Utilize Self-Service Options: While phone support remains a preferred channel for many borrowers, self-service options can help reduce operational costs and enhance satisfaction. By providing comprehensive FAQs, chatbots, and online troubleshooting tools, servicers can empower borrowers to address common issues independently. 5. Gather and Act on Feedback: Regularly soliciting customer feedback can provide valuable insights into areas for improvement. Implementing surveys and focus groups can help servicers understand borrower needs and adjust their services accordingly. 6. Train Customer Service Teams: Investing in the training of customer service representatives is crucial. Empowering them with the right tools and knowledge not only improves problem resolution but also creates a more empathetic and supportive environment for borrowers. By taking these proactive steps, mortgage servicers can build stronger relationships with their customers, adapt to the changing market, and ultimately enhance satisfaction and loyalty. As the industry navigates the challenges ahead, those who prioritize their customers will emerge as leaders in the market. #MortgageServicing #CustomerSatisfaction #JDPower #DigitalTransformation #FinancialHealth #CustomerExperience

Let’s talk about the real muscle behind every successful mortgage provider—customer service. It's not just about handling complaints or answering queries; it’s about how you make your customers feel at every single touchpoint. And I'll tell you this: good customer service can make or break your business. Let me paint you a picture with two contrasting scenarios: Great Customer Service: Imagine a scenario where everything flows seamlessly. A client has a question about their mortgage application, and within moments, it's not only acknowledged but resolved. This isn't fantasy; it’s what happens when a business truly understands the value of its customers. Think of a story where a mortgage company not only expedited a client's approval process but did so with such charm and efficiency that the client felt compelled to share their positive experience with friends and family. That’s the kind of customer service that turns clients into loyal fans and vocal advocates. Poor Customer Service: Now, flip the script. Imagine a first-time homebuyer who’s nervous and excited about their new mortgage. They’ve been promised a smooth closing process, but instead, they encounter endless delays and unresponsive agents. Critical documents are lost, calls and emails go unanswered for days, and there’s a lack of clear communication about what’s causing the hold-up. When the closing date is postponed multiple times, the homebuyer is left stressed and uncertain, scrambling to make temporary living arrangements. To add insult to injury, when they finally reach a manager, they’re met with indifference and no real resolution. This kind of experience can tarnish a mortgage provider’s reputation and drive clients away for good. Here’s the Bottom Line: Customer service is the backbone of customer retention. It doesn’t matter how competitive your mortgage rates are if your service is lacking. Clients remember how you handle the pressure when things go south. They remember the radio silence. And let’s be clear, in today’s hyper-connected world, they’re not just remembering; they’re sharing their experiences online, with everyone. So, ask yourself, does your customer service have the muscle to turn a crisis into a celebration? Or is it a weak link that could snap any minute, costing you money, reputation, and growth? -> Invest in your customer service. -> Train your teams. -> Empower them to make decisions that put the client first. Because in this game, the client’s voice is the loudest in the room. Remember, every call, every email... Every interaction is a chance to build or break your brand. Choose wisely. #CustomerService #MortgageIndustry #ClientRetention

The market is always changing. The news always has something to say. The best advice is make decisions based on what's best for you and the rest will fall into place! teamdrudge.com 99.26% Customer Satisfaction Rating 15 Days or less average clear-to-close HomeNow 100% Down Payment Assistance Program Wide range of mortgage products 22 years+ of 5-star customer reviews

Elevating Mortgage Customer Service: Lessons from the Frontline In the dynamic world of mortgage servicing, our team leaders play a pivotal role in shaping the customer experience. Standout leaders exemplify the dedication and strategy required to navigate the complexities of modern customer service in the mortgage industry. A Day in the Life of a Mortgage Customer Service Team Lead Loan servicing managers oversee a crucial segment of operations, ensuring that every customer interaction is handled with the utmost care and professionalism. From monitoring live chats to fielding intricate questions about mortgage servicing, their day is a blend of technical prowess and empathetic communication. Coaching agents to enhance their skills further underscores their commitment to service excellence. The Spectrum of Customer Interactions Customers' needs are as varied as their backgrounds. Inquiries might range from basic questions about mortgage statements and escrow accounts to more nuanced discussions around escrow analysis. Teams must be adept at navigating these conversations with a keen focus on customer verification and account security, ensuring every interaction is both informative and secure. Navigating Challenges with Grace Handling escalated calls presents a unique set of challenges. Customers may approach these conversations with frustration, requiring a delicate balance of empathy and problem-solving skills. The ability to demystify complex mortgage concepts, like escrow, in understandable terms is an art form servicing leaders have mastered, transforming potential conflicts into moments of clarity and resolution. The Path Forward The insights from our research illuminate the evolving landscape of mortgage customer service. The approach—combining in-depth knowledge with a genuine understanding of customer emotions—sets a benchmark for excellence in our industry. As we continue to navigate the intricacies of mortgage servicing, let's take a moment to appreciate the servicing managers who make navigating the complexities of homeownership a little easier for everyone involved. #MortgageServicing #CustomerService #Leadership #Teamwork #FinanceIndustry #loanservicing #mortgage

Could process improvements be the most lucrative investment for mortgage lenders in this market? In his new CX Tip, Customer Experience Director Mike Seminari gives lenders practical steps to take to make sure they’re spending money to make money in 2024. Check out “Grow Revenue in the Fertile Ground of CX” for Mike’s thoughts on how to allocate budget dollars to capitalize on the opportunities that come with a smoother end-to-end borrower experience. https://lnkd.in/gM7Wxy53 Attending ICE Experience 2024 this week? So is Mike and he'll be presenting a session on CX tomorrow and would love to connect with you to talk about your CX strategy.  #cx #ICEEXP24

If you are a Marketing leader, you should care about your customer experience. It's useless to spend money and time on acquiring new customers, if the experience isn't good. Personally, I am a customer-centric person. I care a lot about what happens to the customer after the transaction is done. I know mortgage companies usually don't give the best experience to customers... that's why we are trying to change that. Learn how we are working on elevating customer experience in the mortgage industry with AI-powered solutions. https://lnkd.in/etjDdJFK

Why a changing customer experience requires more than just emails 📧    Whether it’s a move to a new city, or a new barista at your go-to coffee spot, change for most people brings some uncertainty. Successive Reserve Bank cash rate increases across 2023 and higher home loan repayments have contributed to anxiety and stress for many Australians.  Our team understands the impacts being felt by borrowers, which is why we have had a particular focus on supporting home loan customers rolling off historically low fixed interest rates across 2023 and into this year.  Head of Products Barbara O'Conor Nash says our initiatives have been designed to support customers and enable them to be as prepared as possible.   “We know that timely information sharing is critical during times of change. It’s important our customers know what is going to happen and when, so they can plan as appropriate. In addition to educational emails, we took the time to think about what extra support our customers might need or find useful in the transition,” Barbara says.  “A range of web pages and other helpful tools have been developed to provide detail on what to expect and empower customers to prepare for their fixed rate transition.”  Senior Retention Manager George Glaveski says proactive calls to customers have also been part of the additional support.  “It’s been a focus for us to reach out to as many customers as we can, especially those who have never been through the process of moving off a fixed home loan rate before, to let them know we’re here to support them. Human interaction is the biggest part of our customer experience. It makes a meaningful difference to our customers to get a personal call and know they’re not just a number,” George says.   How have our home loan customers been supported through their transition off expiring fixed rates? Read through the doc below to find out 🔽