Embrace Home Loans steals the spotlight as the leading team in Experience.com (Formerly SocialSurvey)’s 2017 Top Mortgage Company Campaign, Large Division. With passion and enthusiasm for their clients, they’ve earned a nearly-perfect 4.9 star-rating from over 5,700 reviews. With 289 loan officers, the secret to happy customers starts with an investment in their employees. Megan Handy, Marketing Manager at Embrace Home Loans, in her company interview on The WOW Factor tells Andrew Berman, “We are really working to treat our people really well and like family, and I think that converts over to treating our customers like family.” Experience.com (Formerly SocialSurvey) is excited to celebrate the way Embrace embodies WOW in every step of the loan originating process.
[blockquote type=”1″ position=”default” author=”Mary G. / 2018″]5.00—Using the secure document portal was a great way to stay organized – we were able to easily see what information was needed and get it submitted right away. We got updates every step of the way throughout the process from Amore. It was the easiest mortgage process we have gone through! Very painless and organized![/blockquote]
[heading size=”2″ color=”e.g. #000″]Embrace Home Loan’s National “The WOW Factor” Interview, with Megan Handy[/heading]
Andrew Berman of Mortgage News Network, interviews Meghan Handy of Embrace Home Loans
Watch the video and/or read the interview questions and his answers below.
Andrew Berman: As a top mortgage company, what gives your team that competitive edge?
Megan Handy: It is hard to say, but one thing that should be mentioned is that we are ready to close 98% of the time, on time. Our buyers are ready to close, we are and our vendors are. The industry average is about 75%, so we are very proud of our 98%. Although our turn times are faster than average, our real competitive edge is our people– we have been in business for over 35 years so we have to be doing something right. The key that really makes us a different place is we have strategy after strategy that invests in people. Our values are words like love, courage, and empowerment. All of the leaders here have been trained and certified as coaches and we are really working to treat our people really well and like family, and I think that converts into treating our customers like family.
Andrew Berman: How much does your online reputation matter?
Megan Handy: It matters more than ever, right, to everybody. What I have noticed recently is kind of dropping the word online, so I think reputation might be next, it might just be reputation because that’s where everything is. There’s yelp, zillow, google, there are so many different places our customers are, and that’s where 90% of consumers look at our website first. People go on those platforms to talk about their loans and talk about Embrace.
I would say obviously Experience.com (Formerly SocialSurvey) has been a tremendous help to us this year [in managing online reputation]. The success story that I bring up to our sales team has been the Google reviews. Our 5 star reviewers went to Google and told us how much they loved us. We are able to take the folks we know love us, and ask them, ‘Hey would you go to google or facebook and talk about how much you love us?’ Instead of just maybe one or two who go online when they’re not happy.
Andrew Berman: What is your most memorable WOW customer satisfaction experience?
Megan Handy: That is a hard question because there are so many that are so cool. I saw one recently that was about a family that really wanted to keep a great grandmother’s home in the family. I think that the first bank might not have been able to make that happen for them. But we were able to make it happen… our loan officer really stuck with them. Reading that review and following up on it was really special because I think of my own grandma’s house and how much that would mean to keep it in the family.
I have to say this one thing that keeps sticking with me and it was just from last week, and it’s so minor. In a social survey review — it was a refinance– the borrower told me in the last line that he believed in me. There was something special about that and I really think that kind of talks about the ‘Embrace Difference,’ and how we believe in people. We give you that support and respect, it isn’t just customer service. It is actually just respecting someone’s time and treating their goals as your own and wanting them to get this done quickly.
Go to embracehomeloans.com today and learn more about the team of experts embracing difference and bringing their customers satisfaction. If you can’t reach anyone, visit social!
A huge congratulations goes out from Experience.com (Formerly SocialSurvey) to Embrace Home Loans for such awesome success in the mortgage industry. Thank you for creating new benchmarks of success and representing out 2017 Top Performers Campaign!