Delivering Excellent Customer Service - a Guide for Mortgage Brokers

The lifeblood of any mortgage broker’s business is their relationship with their clients. Mortgage brokers, like all those businesses that deal with massive amounts of people’s money and savings, have customers who are protective, cautious, and sensitive. With the right priorities and tools, brokerages can improve customer experience in lending and drive productivity.

Here are 5 key ways you can improve customer care as a mortgage broker and add value to your client experience: 

Be easy to reach

Home loan advisors need to be accessible 24/7. Ideally, your clients should have your cell phone number and you should be only a call away for any inquiries or concerns. Most people prefer a broker who is readily available and actively responds to their queries. To ‌communicate with your customers at their convenience should be your priority. 

While the mobile experience is an important part of the customer journey, this digital era necessitates you provide customers with more ways to get in touch with you. A true omnichannel experience would seamlessly connect you to your customers through social media, email, SMS, and your website. Help your customers or potential leads by offering AI-powered chatbots on your website and offering live chat is also a great option to ensure customers get their questions answered immediately. 

Train your team

Training your customer care team is critical but training all customer-facing employees is mandatory too. Trained staff can ensure an attractive first interaction and help make the customer experience pleasant from the onset. Ensure your entire business is customer-centric so employees understand customer needs and how to respond to them. Well-trained teams help gain clients and retain them.   

Specifically train your staff to handle difficult customers and situations. When the going gets tough, employees should be able to maintain their calm and manage the crisis without involving their supervisors.  

Ensure a proactive response

Proactive customer service means you have to anticipate problems and seize opportunities. It is the opposite of reactive customer service, where you wait for customers to follow up on unresolved issues. Instead, customer service representatives should reach out to customers proactively and inform them of delays, changes, or updates. You need to measure your customer service success as a factor of how your customer was affected and how they were helped instead of how quickly they were helped. 

Excellent customer service demands that you think beyond the frame of service interactions and take care of the customer, whether or not they’ve asked for your help. Take an active role in customer service and encourage customer service agents to start engagement, outreach, and communication. This anticipatory approach dynamically shapes the relationship with the customer as you first understand the customer’s pain points and needs and then work towards meeting these. 

Use social media to connect with customers

The world has become a global village and connecting via social media can also play a role in enhancing the productivity of a mortgage broker’s business. Active social media profiles can not only provide your customers with a convenient way to get in touch but also help you gain numerous leads. Responding to customer issues publicly from your social media accounts can give other potential customers the social proof they need to get in touch with you for business.  

Integrate personalization into the customer experience

72% of customers rate personalization as “highly important” in today’s financial services landscape. Integrating personalization into customer experience is a toughie but customised client encounters are currently at the focal point of advertising drives. Brands are contending based on personalised client experiences and customers who have had personalised encounters say that it had a positive impact on their purchasing decisions. Integrating personalization into your CX helps ensure your customer gets the attention they deserve and helps them feel valued. Personalised customer care requires access to analytics and data to assess clients’ needs. Not only will that tell you what your client needs but also help with cross-selling, managing pricing, and also drawing up predictive models for loans. 

At Abundance, we have years of experience to help you design a customer journey that ensures your customers feel heard from the first instance. We can help train your staff to foresee customer needs and provide you with the tech solutions a 21st-century brokerage needs to take care of its customers. Take advantage of our wealth of knowledge in the mortgage customer care sector, so you can concentrate on making sales. Whatever the size of your business, we can help you achieve your goals and help you do the right thing for your clients. We offer an all-encompassing complete business solution for mortgage brokers so they can provide exceptional service and successfully deliver value to their clients.

 Apply to join our network today and make the right choice for your business growth!!