As access to high-speed internet continues to grow year after year, face-to-face interactions are getting phased out. This is especially true in the mortgage industry. In the past, consumers would meet with their local loan officer in person and exchange essential documents. Now, mortgages are handled almost exclusively through email, phone calls, and text messages.
While having rapid access to information can streamline your mortgage process, it can have its drawbacks, too. The biggest shortfall of these highly efficient online interactions is a lack of a personal touch. This may not hinder your ability to close the deal at hand, but it can substantially impact your brand in the long run.
Fortunately, you can have the best of both worlds. What if it were possible to streamline mortgages without sacrificing a personal touch? Sounds too good to be true, right?
Below, we’ll outline 10 ways that you can facilitate an efficient mortgage process while providing your clients with a personalized experience. By implementing these steps, you can develop a strong reputation with your clients, encourage repeat business, and generate new leads. You will also make your mortgage brokers’ lives much easier!
1. Facilitate Team Collaboration
Clients are not the only ones that need a personal touch. It is essential that your loan officers are able to seamlessly communicate with one another throughout the mortgage process. The best way to accomplish this goal is through high-end customer relationship management software.
The latest CRM software will allow your team to share notes, check on file progress, and obtain status reports. A team that can collaborate effortlessly will be better prepared to keep clients in the loop and provide a first-rate mortgage experience.
2. Know Your Customer
If you truly want to provide a personalized mortgage experience for your customers, then you have to get to know them. While your end-goal is to complete the mortgage process, customers will never forget how you treat them.
During your team’s initial interaction with a client, make sure to collect some basic information that is not directly related to the mortgage process. This includes data like their preferred contact method, goals, and needs.
You should also ensure that every member of your team has access to this information so that they can maintain a high level of customer service throughout the mortgage process.
3. Make Self-Service an Enjoyable Experience
If you want to create a truly streamlined mortgage process for your clients, self-service options are vital. At some point in the mortgage process, your clients will want to be able to take action on their own without having to reach out to your team.
Every client should receive a personalized login to access their file. This will allow them to upload requested documents, view the status of their loan, and find necessary information without having to wait on an email or phone call. You should also ensure that your page has a user-friendly FAQs page. This can help to convert leads while freeing up your team to focus on processing mortgages.
4. Be Flexible
Flexibility is an essential trait in the mortgage industry. As you know all too well, deadlines can change due to unexpected delays that are beyond your control. You expect your consumers to roll with the punches, so it is important that your business does the same.
You must be willing to alter your process as customer expectations change. For example, some consumers will prefer daily updates, while others may only want contact once per week. Do not be too rigid in the way that you communicate with clients.
You should also seek feedback from past clients. By obtaining customer feedback and examining your mortgage processing practices, you can continually improve the way you do business.
5. Streamline Communication
Every customer will have a preferred method of communication. This same rule applies to your team members. There’s always that one mortgage broker who answers texts at lightning speeds, but takes all day to respond to an email.
Few things make consumers and employees feel involved more than open lines of communication. To accomplish that goal, you must bridge the gap between the countless communication options.
Fortunately, you can do just that with cutting-edge CRM software. The latest CRMs will allow you to seamlessly transition from SMS, email, social media apps, and more.
6. Distribute Leads Efficiently
Few things can derail the mortgage process faster than disproportionate lead distribution. If a particular mortgage broker gets bogged down with too many leads to follow-up on while another is underworked, each potential client will not get the attention they deserve.
With that being said, distributing leads the old-fashioned way can be tedious. It can be difficult to remember which team members were assigned leads.
Modern CRM software solves this dilemma by distributing leads automatically and allowing you to analyze each member’s performance. This allows you to streamline mortgages while also connecting with each customer in a timely manner.
7. Automate Marketing
Marketing is a fact of life. If you want to grow your business, you must actively attempt to connect with clients to generate leads. Unfortunately, marketing can be time-consuming, diverting resources away from serving current customers.
Many mortgage teams are shocked to learn that marketing can be automated with modern CRM software. You can continuously promote your company’s services to business partners and recruits with minimal effort. Not only will this boost revenue, but it will also allow you to dedicate more time to a personalized customer experience.
8. Leverage Data
Modern CRM software has made it easier than ever before to examine data and compile valuable statistical information. By leveraging this data, you can optimize your allocation of resources, streamline mortgages, and help your loan officers to better serve clients.
Data can provide you with invaluable insight about the best ways to grow your business. Has your social advertising campaign produced underwhelming results? Is a particular form of communication especially popular with prospective clients?
Now more than ever before, mortgage teams must be responsive to the needs of consumers. Answering these questions will allow you to adjust your approach as you go and better serve your customers.
Clients are bound to share their experience with your organization, whether it was good or bad. Companies that successfully analyze data about the consumer experience have a better chance of resolving problems before they cause lasting damage.
9. Stay Connected
Buying a home is a major life event. However, the mortgage process is not usually a once-in-a-lifetime event.
Chances are that your past clients will need the services of a loan officer again later in their life. They may need to refinance or upgrade to a different property that better suits their needs. Regardless of the reason, you want to be their first call when it happens.
In order to accomplish this goal, you must stay connected with clients long after they have closed on their loans. Staying connected won’t require a huge financial commitment, but it can pay dividends in the long run.
There are two simple ways to stay connected with clients. The first is to send out regular touches, like birthday wishes via text or email. Modern CRM software lets you automate this process, ensuring that your office never misses an opportunity to connect with a past client.
The second way that you can stay connected with customers is to notify them about refinancing opportunities. Make sure to highlight the fact that your team provides streamlined mortgages, which will further encourage them to work with you again.
These alert features can be found in high-level CRM software, giving your mortgage brokers the chance to earn repeat business.
10. Improve Convenience with Mobile Apps
Your clients and mortgage brokers may spend a lot of time on the go. When you rely on traditional contact methods, it can be extremely challenging to streamline mortgages effectively.
If you want to optimize the client experience and streamline the process, then you need a CRM with a user-friendly mobile app. A great app should allow clients to access their files, send messages, and even upload documents.
The mobile app will make your loan officers’ lives much easier, too. They will be able to access client data from anywhere without having to break out their tablet or laptop. They can relay important information to clients, make notes on an account, and much more.
Streamline Mortgages with BNTouch
Are you ready to elevate your client experience? Want to speed up the streamlining of your mortgage process without sacrificing a personal touch? If so, then BNTouch’s cutting-edge CRM software might be just what your business needs!
We offer package options for individuals, teams, and large mortgage enterprises. Our custom, scalable solutions will allow you to provide your clients with and streamline your mortgage process from start to finish.
If you would like to learn more, contact one of our CRM experts or request a demo. Once you see our software in action, you will understand why BNTouch is one of the premier providers of CRM solutions in the mortgage industry.