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In the borrower’s own words:  What I really wa...

By: Equity National Title   Wednesday, April 26, 2017   Array   A Closer Look

In the borrower’s own words: What I really wa...

One of the many beneficial elements of taking an ongoing survey of recent borrowers is our ability to measure not only the borrower’s closing experience, but her overall experience as well. As we saw the last time we checked the data (“In the client’s own words…what borrowers really want from closing experiences.”), consumers identify several key, positive traits among their expectations when entering the often-confusing labyrinth of th...
Creating Informed Borrowers...a confused client ...

By: Equity National Title   Thursday, April 20, 2017   Array   A Closer Look

Creating Informed Borrowers...a confused client ...

Even for the best prepared and most professional lenders or closing professionals, the closing table can be a chaotic and confusing place.  So it’s not hard to understand how a settlement feels for many consumers. The last-minute nature of the document preparation, although usually not the fault of the lender or the title company (in some cases, it’s not really anyone’s fault, to be honest) and the enormous host of legal requirements (...
A Word from Jim: A Brief History of Borrower Sat...

By: Equity National Title   Tuesday, April 11, 2017   Array   Why Feedback Matters

A Word from Jim: A Brief History of Borrower Sat...

Years ago, while discussing the insights into borrower behavior we were deriving from our borrower feedback, I was encouraging a mortgage company CEO to consider doing his own surveying, and I can still remember his reply. He looked at me, took off his glasses for emphasis, and said: ‘Jim, I am in the mortgage business, not the customer satisfaction business.’ On some level, I understood what he meant. The word “profession” brings to m...
On Unicorns; Millennials; e-Mortgages and a Futu...

By: Equity National Title   Tuesday, April 11, 2017   Array   A Closer Look

On Unicorns; Millennials; e-Mortgages and a Futu...

Lately, we’ve welcomed back an old friend to the mortgage industry’s trade publications.  When we’re not seeing headlines about deregulation; rising interest rates; the future of the CFPB or GSE reform, we’re seeing…the return of the e-mortgage. If you’ve been around the title or mortgage industry for a while, you know that this is a topic that pops up every five or six years.  In the past, it tended to be limited to confere...
In the client’s own words:  what borrowers say...

By: Equity National Title   Tuesday, April 4, 2017   Array   A Closer Look

In the client’s own words: what borrowers say...

Some like to talk about the importance of a good first impression.  But what about a strong final impression?  When it comes to mortgage lending, the closing or settlement can leave a powerful memory (good or bad) in the mind of the borrower.  Unfortunately, having a bad experience seems to have more impact on repeat business than having a good experience.  One  recent PriceWaterhouseCoopers survey, as reported in Nationa...