"They need a straightforward experience that doesn’t cause stress or confusion"
For Leanne Conroy, business development manager (Greater Toronto Area) at MCAN Home Mortgage Corporation, empathy is a key component of a mortgage company aiming for stability and success.
“[Clients] need ease,” Conroy told Canadian Mortgage Professional. “They need a straightforward experience that doesn’t cause stress or confusion, and they want to feel good about the companies that they work with.”
“We make it about the entire process and not about one solution, as opposed to … hanging your hat on one facet of the process, which is namely the rate. Clients need certainty that they’re getting the right solution, not a stopgap for now, but something that will serve them long term.”
Read more: MCAN Financial Group reports Q1 financial results
MCAN’s ICON program is an example of this client-focused approach.
“We are really digging into social media,” Conroy said. “So we want to profile not only our own brand, but our broker partners through testimonials and free mortgage payments. We really want to promote them – and I have to say, we do a very good job.
“Also, we’ve had to kind of speed up our technological innovation, as you would call it. And we’ve just launched our broker portal. So this allows us to upload documents and for our brokers to really touch and feel and deal with their mortgage applications in real time.”
Conroy goes into greater length on what an MIC needs here.
