Kelly Allison, Senior Vice President of the Southeast Division for New American Funding joins the Atlanta Real Estate Forum Radio podcast to discuss customer service and its On-Time Closing Guarantee. She is joined by co-hosts Carol Morgan and Todd Schnick in the studio for this week’s edition of the All About Real Estate segment.
New American Funding recently rolled out an On-Time Closing Guarantee to help customers have an extra leg up with home offers. This guarantee helps future customers get their offer accepted because it removes the “will it close on time: question. Because of the current uneven supply and demand in the housing market, customers are writing an average of seven contracts before one is accepted, as opposed to a regular market where they only make two to three offers. The on-time closing guarantee is aimed at getting the seller to choose an offer based on a guaranteed timely closing. Should the closing not take place on time, New American will pay up to $3,000 in the transaction with money going to both the buyer and seller.
Allison began her career in the home building industry at one of the largest development companies in Atlanta where she was mentored by her CEO for over 14 years. He instilled in his company the value of the customers and passion for providing an exceptional customer experience, which has stayed with her over the years. In her career at New American Funding, they focus on perfecting the customer experience and incorporating it into other aspects of the company. If a customer gets their funding from New American Funding, they are “customers for life.”
“I think what makes us different is that we are fanatics about customer service. Raving fans will be your biggest fans and that ends up being the largest marketing platform by referring friends and family,” said Allison. “Satisfied customers will come back to us when they look for an upgrade of a bigger home, second home, investment property or a refinance which is the biggest compliment we could get. They are our biggest fans and best teachers.”
Allison believes that the only long-term sustainable advantage is world-class service. Customer service systems are created to train and sustain standards. A system may seem mechanical, but at New American Funding, the system and processes are built around and by the customer through small groups, surveys and vocalized wants. Feedback, praises and improvements are taken from think tanks that include referral partners, builders and past and present customers.
“Our customers aren’t numbers or files, they are our customers. They have families, faces, stories just like you and I and should be treated as though they are family,” said Allison.
Relationships are created by first starting the discovery process and getting to know the customer, then introducing them to the team that will be working with them from the processor and closer to the loan officer. This is important so they know they are protected by a team that cares about them and they can trust. Communication should be through interactions such as phone calls, Zoom meetings or in-person interactions and not strictly through text and email.
New American Funding is a top national mortgage provider in 46 states with 300 branches dedicated to serving underrepresented demographics and helping families and individuals improve their quality of life. As relationships with customers are the most important aspect of New American Funding, tune in to hear the trio discuss the company’s approach to the customer service experience.
You can also visit www.NewAmericanFunding.com/Branches/Atlanta for more information.
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. (July/2021)
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.