presentation to national discount brokers 5 reasons to partner with mortgage.com exceeding the...
Post on 24-Dec-2015
215 Views
Preview:
TRANSCRIPT
5 Reasons to partner with mortgage.com
• Exceeding the consumers expectations of an online company
• Ownership of the customer experience
• Consumer centric core value system
• Optimized fulfillment processes
• Jealous protection of client brand equity
• Choice
– Hundreds of investors, thousands of individual options
• Flexibility
– The only online lender serving all credit classes
• Incomparable commit to customer service
– November ‘99, 93% would recommend
– Past 12 months, improvement from 74% to 93% would recommend
• World class technology
– Setting industry standards
• Intelligence in the machine
– Live agents always available
Exceeding consumer expectations
Controlling the consumers complete internet experience
CreditApproval
Controls the Process
ApplicationsProcess
Controls the Process
Processing/Document
Verification
Controls the Process
FinalUnderwriting
Approval
Controls the Process
Closing Funding
Controls the Process
Consumer centric values
• Detailed multiple point surveys
• Dial 911 for help
• Continuous training and certification of employees
• Employee compensation based on CS survey results
• Regular focus groups and usability studies
• 360 degree corporate dedication to customer excellence
World class technology
• Instant decisioning via multiple credit/risk grading systems
• World class tele-web customer care center
• Online tools and content help consumers make good decisions
• Constant forward integration and automation
of processes
• Customer feedback loops, focus groups and
usability based prioritization of development schedules
Optimized fulfillment processes
• Re-engineering to a process optimized for the web
• Development and utilization of surrogate data sources
• Vendor interconnectivity automates order and fulfillment
• Rich tracking functionality online
– Proactive status notifications via e-mail
Communications brand protection
Customized phone and live attendant greetings
“Thank you for calling
National Discount Brokers
Mortgage.”
Personalized eMail responses
Document brand protection
Custom welcome letters
Customized presentation of consumer disclosure documents
top related