With a passion to simplify his client’s experience throughout the complicated process of originating and closing loans. Jeremy Frase separates himself from over 20,000 competitive Loan Officers, stealing a spot in the 2017 Top 50 Performers Campaign. Experience.com (Formerly SocialSurvey) is excited to shine a spotlight on Jeremy, of Union Home Mortgage, as a Top 10 Player across the nation. With open ears and a passion to educate his clients, Jeremy currently has 161 reviews and an average 4.9 star rating. He’s firm proof that leveraging your online reputation plays a dramatic role in your success in an industry dominated by customer satisfaction.
[blockquote type=”1″ position=”default” author=”Brandon L. / 2017″]5.00—Overall great experience. Jeremy and the team were responsive and thorough. We were ready to close almost 2.5 weeks prior to our close date. Provided great information about loans and the entire process. This is our second house we have purchased and this time the process was so much easier using Jeremy and his team.[/blockquote]
Jeremy is attentive to his role as a top producer. As told to Andrew Berman, his goal throughout customer interactions is to exceed their expectations. “They should feel very warm and fuzzy inside and really have a clear understanding of what’s expected and how the process will play out” after that initial call, explained Jeremy. His patience and willingness to take the time to listen and understand the customer hits WOW heights.
[heading size=”2″ color=”e.g. #000″]Jeremy’s National “The WOW Factor” Interview[/heading]
Andrew Berman of Mortgage News Network, interviews Jeremy Frase, Loan Officer at Concord Mortgage Group
Watch the video and/or read the interview questions and his answers below.
Andrew Berman: As a top performer, what gives you that competitive edge?
Jeremy Frase: It’s a combination of a couple things. One is just really taking time to listen to the client and get an understanding of what they are looking to accomplish, and talk about their credit and their monthly payment range that they are trying to stay within and what type of down payment funds they have available. And then really just kind of digging in and educating the customer about the process and how everything works and being able to explain it to them in a manner that anyone can understand. I spend a lot of time listening and educating the client and the goal is at the conclusion of that initial call after they’ve completed an application: they should feel very warm and fuzzy inside and really have a clear understanding of what’s expected and how the process will play out.
The second part of it is really surrounding myself with a team of individuals that all buy in to a common theme: it’s our goal to exceed [the customer’s] expectations.
Andrew Berman: How much does your online reputation matter?
Jeremy Frase: Our reputation is everything. Both online and in general, and we recognize that. Especially in today’s market…that coupled with all kinds of horror stories of closings being delayed, deadlines being missed and just the reputation of the industry from the housing collapse. I can tell you hands down that we get at least two to three calls a month off of people that have found our online reviews and just call us because of that.
It’s something that my whole team understands the importance and significance of making sure that we are wowing the client, and the realtor, and everyone involved in the transaction throughout the process.
Andrew Berman: What is your most memorable WOW customer satisfaction experience?
Jeremy Frase: This was a loan we closed about 18 to 24 months ago. The clients, they had a bad experience previously with the first home they bought. They were foreclosed on…they were given a raw deal. They’d been renting for way longer than what they needed to be. They were proceeding very cautiously, even after I gave them their pre-approval letter they were still asking ‘is this really going to happen?’ It was not until the closing to where I truly understood how important it was to them and how they felt so cheated from their past experience. The husband and wife were both in tears at the closing and it’s why you come back and do what you do everyday.
You can contact Jeremy at j[email protected] or call 614-403-5976
Experience.com (Formerly SocialSurvey) would like to congratulate Jeremy on award-winning customer satisfaction. Three cheers for your top results and thank you for representing our Top Performers Campaign!