Login
ISCOVER
An award-winning mortgage broker has created a new job role dedicated to improving the home loan experience for his clients and referral partners.
Steve Milligan of Launch Finance Mandurah, who was named Western Australia's Broker of the Year and Best Finance Broker at the 2016 Better Business Awards in Perth, recently created the role of client experience officer (CEO).
To continue reading the rest of this article, please log in.
Looking for more benefits? Become a Premium Member.
Create free account to get unlimited news articles and more!
Looking for more benefits? Become a Premium Member.
The CEO's primary responsibility is to maintain his relationships with his clients by providing them with regular updates and answering all their queries.
“At the moment they're following up banks, updating clients, updating the real estate agents involved or referrers involved, those sorts of things,” Mr Milligan told The Adviser.
The new CEO is also responsible for ensuring home loan applications are being processed on time. The CEO ensures approvals are happening before approval dates, documents are being issued, signed and returned on time and the banks and settlement agents are on the right path in getting to a settlement date.
“A lot of their role the client never sees, and in fact in a lot of cases the client probably wouldn't understand, but it's us knowing in the background that things are happening smoothly,” Mr Milligan said.
“Once the process goes through – we might have been sweating at our end and making 40 phone calls to make sure things happen, but if at the end they can say ‘Well that actually went smoothly,’ then one, it's a good experience for them and two, they’ll refer the business.”
Mr Milligan said since the role was filled, the amount of client inquiries he receives has been reduced, freeing up more time for him to do focus on “getting business in the door”, which is one of his main priorities.
[Related: Award-winning broker recruits celebrity for TV campaign]
