The company’s latest insights report, “Creating a Customer Centric Culture in a Brave New World,” noted that mortgage lenders have responded well to interest rate volatility, servicing liquidity issues and vast numbers of refinances – despite staff having to work from home for safety reasons.
“It turns out customers are happy with the service they’ve been getting since the pandemic hit,” Stratmor said. “Work-from-home fulfillment teams have not only increased productivity, they’ve also provided more white-glove service to each borrower. For the mortgage industry, this pandemic has meant ramping up borrower communications, finding creative ways to virtually attend closings, and tapping into the emotional needs of borrowers.”
Stratmor detailed three steps lenders can take to build toward a customer-centric company culture.
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