On this week’s All About Real Estate segment of Atlanta Real Estate Forum Radio, co-hosts Carol Morgan and Todd Schnick are joined by Kelly Allison, southeast divisional vice president of New American Funding. The group discusses the lender’s steadfast commitment to customer service and how it shapes its programs based on direct customer feedback.
Dubbed the mortgage company ‘built by the customer, for the customer,’ New American Funding provides retail lending throughout the Southeast. Purchasing a home is one of the largest purchases people make in their entire life and, according to Allison, New American Funding wants to ensure it provides a 5-star experience during such a special time for families when they are purchasing a home or refinancing to lower their payment.
With customer retention as its No. 1 focus, New American Funding knows customer satisfaction is the key to keeping clients and that is how the lender builds not only trust but loyalty and sustainability to move forward. Customer satisfaction survey responses are taken extremely seriously at New American Funding.
“It’s critical to our growth, it’s critical to our improvement,” Allison said. “It’s always good to know what’s working well and what we’re doing right, and we need to know what we need to improve on.”
In a world of instant gratification, homebuyers want to know exactly where their loan is in the approval process without waiting for return calls, so after receiving such feedback on customer satisfaction surveys, New American Funding developed an app for its customers to login 24/7 and follow the progress of their loan right on their device.
According to Allison, after launching the app to its customers, overall customer service satisfaction increased by 15%, and year-to-date of the 9,000+ families New American Funding served in 2020, 98.4% said ‘Yes, I would recommend New American Funding to a friend, family or coworker,’ and that is the biggest honor to New American Funding.
“I’m humbled to work side by side with this team,” Allison said. “They have a passion not only to homeownership, but they have a passion for customers.”
Listen to the full interview above to learn more and to hear client testimonials from recent customer satisfaction surveys. For more information regarding New American Funding and available home loan products, visit www.branch.newamericanfunding.com/Atlanta.
Georgia Residential Mortgage Licensee, License #22564. NMLS ID #6606. Subject to borrower and property qualifications. Not all applicants will qualify. Click here to view the terms and conditions of products mentioned during the show. Corporate office 14511 Myford Rd., Suite 100, Tustin, CA 92780. Phone: (800) 450-2010. (December/2020)
New American Funding is a family-owned mortgage lender with a servicing portfolio of over 123,000 loans for $30.4 billion, 198 branches, and about 3,100 employees. The company offers several niche loan products and has made Inc. 5000’s list of Fastest-Growing Companies in America six times. It has a state-of-the-art career training facility and develops innovative technology, including the GoGo LO mobile application. For more information, visit www.branch.newamericanfunding.com/Atlanta.
The Atlanta Real Estate Forum Radio “All About Real Estate” segment, presented by Denim Marketing, highlights the movers and shakers in the Atlanta real estate industry – the home builders, developers, Realtors and suppliers working to provide the American dream for Atlantans. For more information on how you can be featured as a guest, contact Denim Marketing at 770-383-3360 or fill out the Atlanta Real Estate Forum contact form. Subscribe to the Atlanta Real Estate Forum Radio podcast on iTunes, and if you like this week’s show, be sure to rate it.