Modern Lending Playbook: Module 7 - Mortgage CX

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Mortgage CX

MODULE

With UBER and Amazon experiences delighting our customers, it’s imperative the mortgage “experience” be a crafted and intentional process full of transparency and clear expectations. This module showcases how to leverage the melloTM ecosystem to delight our customers. It also provides a repeatable process for guiding our customers through their loan experience.

FOOD FOR THOUGHT

Perform an assessment of the current mortgage experience you take a customer through: How do you control communication? Is it regular? Is it automated?

Who is updated when? What are your deliverables?

Is there a specific mortgage journey they follow?

What Creates a Great Customer Experience?

TRANSPARANCY: Everything needs to be accessible and visible in real time/live instant status access on any device

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PROMPT FOLLOW UP:

ON TIME DELIVERABLES:

1 hour call backs

Acknowledgments on sent/received items

DILIGENCE: Accurate numbers and documents

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PRO TIP:

Think Like the Customer!

You need to think like the client and realize what it feels like to be them. That can help you better manage transaction expectations because you see more of what they want and why.

Needs List Process •U niversal language for all requested items — N eed to define these for all loans and needs lists — M ake sure the language you use is customer friendly

TAKEAWAY

•S hared access from all parties in BCD — F ix the problem of having to enter everyone's name in every time

• I nstantly review docs as they come in so the customer knows you received them •D aily updates to all parties — Realtors get generic info not specific needs list items — Make sure you communicate with your customers the way they prefer Daily Email Weekly Call Texts

A successful journey starts with a detailed plan, working from point of origination forward and backward from requested close of date.

YOUR TRANSACTION PLAN CLIENT WORKSHEET Build out a plan and map each transaction from start to funding, sending this sheet to each member of the transaction, every week. When you do so, update the dates from projected to confirmed.

In order to ensure smooth communication between every party of the transaction, we recommend you fill this worksheet in its entirety and distribute by email every Friday. This way you can set expectations about dates and keep everyone informed in the process. This is essentially your proactive communication tool to align all parties of the transaction.

Download Transaction Plan Sheet

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