How Can MLOs Offer Personalized Service at Scale?

As a mortgage loan originator (MLO), you’re helping clients with one of the biggest purchases of their lives. They might be nervous and expect you to be by their side the entire time. For many of us, being there for our clients is one of our favorite parts about the job. But it can feel nearly impossible to provide that exceptional level of personalized service most clients expect.

So what can you do? What’s the best route to take when you’re trying to scale your MLO business?

A great way to grow your business is to gain a reputation for providing a great customer experience. Here’s how.

Provide unconventional options

Sure, you’re an MLO, but your services don’t need to stop there. If you have clients who are struggling with coming up with a down payment or are unfamiliar with the closing process, refer them to someone who has expertise in this area. You may not be the direct contact for them with regard to these topics, but showing that you care enough to connect them with someone who does will instill a level of trust.

This also shows them that you are well-connected within the industry and a referral can go a long way with your own professional networking.

Be available when others are not

You need to have a work-life balance—this is important. But while your personal time is important, so is your dedication to personalized service to your clients. For the most part, buyers are taking care of their paperwork when they aren’t working themselves, so they may have questions during the process.

How can you do this? By answering calls and emails when other MLOs will not, you prove a valid point to your client base. You show that you not only care about them, but you care about your job.

Have constant communication with all parties

If you abide by the previous point and are available when others are not, you will find that answering questions promptly can have an even deeper impact.

Maintaining consistent communication with all parties involved keeps you in the loop about everything that’s going on and knowing where each loan is in the origination process. When you have this information, you are more prepared to answer any questions that come your way.

As a bonus, knowing this information allows you to relay the information to the customer before they even have a chance to call you. This can potentially result in customers calling you less since they truly believe that you are doing the work you claim to be doing. Talk about making a great impression!

Personalized automation

Automation is an important part of the MLO process when looking to scale—just don’t let it cut out the personalized service you provide.

To help your business grow, you may choose to useautomation tools while continuing to keep a personal touch. Rather than having to reach out to each individual person involved in the origination process, a quality automation tool can do that for you. You’ll still want to communicate with your customers and check-in with them, but automating updates, alerts, etc. can save everyone time.

From our all-in-one digital Broker Dashboard to out transparent Borrower Portal, the wemlo platform makes it easy to for you to keep track of the process and for borrowers to have real-time, secure access to see their loan status, upload documents, and more.