Top Performers Awards Program and Playbook for Loan Officers and Mortgage Companies
January 3, 2019
Top Performer Winner Results Release: March 2019
Playbook Release: June 2019
The mortgage industry is hard to manage… It takes a fine-tuned process to deliver a seamless experience to your clients. And even further, mortgage companies need a systemized approach to ensure your loan officers’ success.
Therefore, SocialSurvey will leverage its Top Performers Winners of 2018 to develop a Top Performers Playbook and bring you a valuable guide with the best strategies and practices from customer experience leaders in the mortgage industry.
SocialSurvey’s 2019 Top Performer’s Playbook:
We’ll provide answers from standout Loan Officers and Mortgage Companies on sample questions like these below:
What is your WOW Factor?
How do you develop your personal brand?
How do you win local?
What does your customer’s journey look like?
How important is online reputation and how do you manage it? v
What is your loan origination process? Offer key milestones and unique micro moments that happen along the way.
How does your mortgage lender help you as a loan officer?
How do you help your loan officers as a mortgage company?
What are your most valuable practices for customer satisfaction and success?
We’ll compile all the knowledge we receive from these industry leaders to bring you the all-new SocialSurvey Top Performers Playbook.
As one of our #1 winners from last year (2017), Amber Ernst was interviewed by Andrew Berman of Mortgage News Network (MNN, July 2018). This is just a sample of the Q&A you can expect in our 2019 winner’s playbook. We’ll include feature interviews (such as the one below), valuable quotes from winners’ customers and local winners crownedDigital Mayor of their community, and much more.
Amber Ernst‘s Interview Transcript, Interviewed by Andrew Berman of MNN
Andrew Berman: As a top performer, what gives you that competitive edge?
Amber Ernst: Here at New American Funding, we have the best operations team in the country. I have great processors, assistants and people to back me up so that I am able to get back to people in 24 hours or less and work on getting their loans closed quickly and efficiently. I also think I’m honest and I’ll tell people the truth, sometimes probably to a fault. But I always want them to know where they’re at in the entire process and how things are looking.
Andrew Berman: How much does your online reputation matter?
Amber Ernst: Online reputation is extremely important… It’s just great to see other people validate you, as your business and give those reviews, and people can learn more about you as a person before they even meet you. I just try to get to know my customers on a personal level and I think it just connects well and Facebook really validates that.
Andrew Berman: What is your most memorable WOW customer satisfaction experience?
Amber Ernst: One that stuck out [was with] this gal and her husband, a disabled veteran. We worked on their credit score for probably 6 to 9 months. I gave her the bullet list of all the things I wanted her to do to repair the credit. She followed through and came back 6 months later. We were able to do a VA energy efficient mortgage and finance a new furnace and air on top of the loan. She said I was an angel and everything that they wanted—it was just really special to be able to see them get a home and happy tears at closing. That really makes it worth it when you have to go through some tough ones.
We can’t wait for Top Performers results to go live in March, so we can deliver this exciting new book of plays and practices to achieve benchmarked success in the mortgage industry.