NMP - July 2018 - 54

special focus on SOCIAL MEDIA a special focus on SOCIAL MEDIA a special focus on SO

for proof of performance, read the reviews

Although we rarely see negative
reviews, we don't try to hide or
bury them when we receive them.
Rather, we address them head on.
After reaching out to the
appropriate Loan Officer and their
Branch Manager to research the
genesis of the complaint, we get
on the phone with the customer
and work toward resolving the
issue.
By having a complaint
resolution system in place, we've
clearly become a more responsive
and customer-first company.
Although you never like to see
even one negative review, you
know that when you do, it's an
opportunity to improve another
aspect of your customer service.
After all, customers are New
American Funding's "North Star."
They are the reason our company
exists and thrives, so we're going
to do everything in our power to
keep improving their experiences
with our company.
By investing so heavily in our
customer reviews-a cost that we

absorb on behalf of our LOs-we
are really putting ourselves out
there with the public. But this
speaks to who we are as a
company. We want to add more
transparency to every aspect of
the loan process. Mortgages, from
a layman's view, are not easy to
understand. There are literally
scores of programs and overlays
and rules, regulations and
eligibility requirements that can
confuse even the savviest
consumer, so that's why I think
customers increasingly put so
much reliance on what their fellow
consumers have to say.
Customer reviews provide a
short-cut or at least a starting
point for customers searching for
a responsible and reputable
mortgage lender. In turn, knowing
how many places one review can
be posted and how long they can
exist in the social media firmament
is a great motivator for our Loan
Originators to always provide their
highest level of service. With every
deal, their reputation is online, and

JULY 2018 n National Mortgage Professional Magazine n

NationalMortgageProfessional.com

54

Join a growing team!
L O A N O F F I C E R S | B R AN C H MANA G E R S | T E A M S
IN S ID E & O U T S ID E S A L E S P O S I T I O N S AVA IL A B L E

Carrington is expanding
nationwide. It's time to
make your move!
WE OFFER:

 

	



 Operations focused on quality
& speed of closing

Contact us to llearn more about
Carrington and make the move to
expand
d yourr business
b
and
d careerr..

John Cervantes RECRUITER
John.Cervantes@CarringtonMH.com

949-517-7127
Carlos Fernandez RECRUITER
Carlos.Fernandez@CarringtonMH.com

949-517-7204

 Marketing support and lead
generation
 Licensingg & compliance support
 Agent co-marketing programs
VOTED TOP 50 BES T PL ACES TO WORK

|

W E ' R E T H E # 6 FH A L E N D E R I N T H E N A
AT
T ION

© Copy
pyright 2007-2018 Carrington Mortg
tgage Services, LLC
C headquartered at 1600 South Douglass Road,
d, Suites 110 &
200A
0A , Anaheim, CA
C A 92806. 888-267-0584. NMLS ID #2600. Nationwide Mortg
t gage Licensing Sy
System (N
(NMLS)
S) Consumer
Access website: www.nmlsconsumeraccess.org
rg. Alll rig
ights
ts reserved.
EQUAL OPPORTUNITY EMPLOYER

continued from page 52

"... customers are New American Funding's 'North
Star.' They are the reason our company exists and
thrives, so we're going to do everything in our power to
keep improving their experiences with our company."

on the line, and in the long run,
that's going to translate into
improved customer service and
more business for them.
Everybody loves feedback. At a
time, when so many people have
tuned out traditional forms of
advertising, it can provide a good
measure of where you stand as a
company. It can tell what you're
doing right and what you're doing
wrong-and if you're listening and
being honest with yourself, you
can grow from that.
From our standpoint, we also
think customer reviews provide our
customers with an unfiltered view
of who we are as a company.
Instead of trying to hide things
from consumers, we're putting it all
out there for them to see. Because
the reviews now number in the

thousands, we think they provide
an honest benchmark for helping
consumers reach an informed
decision about who they want to
select as their mortgage provider.
If your company is not
effectively integrating reviews and
ratings into your overall social
media strategy, then you're failing
to provide your company and your
employees an important gauge for
growing and improving their
business. Worse, you're robbing
your customers and potential
customers of the trust and
transparency they want to see in
their mortgage lender.
In a digital world where now 90
percent of consumers consult
online reviews before visiting a
business, you don't want to be in
that 10 percent!

Rick Arvielo is Chief Executive Officer at New American
Funding. Rick's proven formula of marrying marketing and
proprietary technology to grow businesses from the
ground up has led to the growing success of New
American Funding. Rick leads approximately 160
branches and approximately 2,800 employees with the
goal of providing unparalleled service and mortgages at
competitive rates, helping individuals fulfill the American
dream of owning a home.


http://www.NationalMortgageProfessional.com http://carringtonhomeloans.com http://www.nmlsconsumeraccess.org

Table of Contents for the Digital Edition of NMP - July 2018

Contents
NMP - July 2018 - Cover1
NMP - July 2018 - Cover2
NMP - July 2018 - 1
NMP - July 2018 - Contents
NMP - July 2018 - 3
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