"We keep mortgage brokers in mind and also rely on their feedback to improve our products over time"
For Vivianne Gauci, senior vice president of marketing and customer experience at HomeEquity Bank, well-structured evaluations from industry players help ensure the best quality mortgage products and services.
“We keep mortgage brokers in mind and also rely on their feedback to improve our products over time,” Gauci told a recent CMPTV episode exploring the company’s success in this year’s 5-Star Mortgage Products Awards.
“We do a lot of research into our customer base. So between the fact that we do this research and the fact that we listen to our partners’ feedback, we’re able to make a really, really strong team when it comes to servicing this customer base.”
Gauci cited one of HomeEquity’s recent launches, its open product, as something that stemmed directly from feedback offered by the broker community.
Read more: How should brokers educate clients on alternative solutions?
Gauci said that this approach is core to what a lender should be offering its broker partners.
“We know that we’re headed into some pretty interesting times from an economic environment perspective, and we know how important our mortgage broker partners are as part of the equation of keeping the lines of communication open with our customers – and making sure that they’re feeling educated but also safe and secure,” Gauci said.
“During times of uncertainty, people tend to want more communication, not less. So what we’re working on is we’re strengthening our communication efforts with more training and more tools.”
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