Presentation to

NATIONAL DISCOUNT BROKERS

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

Protecting the client’s brand

Web site brand protection

Site design with diminished reference to mortgage.com

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