Aim is to raise expectations of service standards across the industry
Service is the foundation of everything Community Trust does, and Grant Armstrong, director, national sales, at the firm, said it’s “our number one focus.” With great credit quality, great products and great services, now Community Trust is changing the way it does business to match - and exceed - all of that with incredible service.
“Community Trust is introducing a new mortgage advisory team to our partners who will provide real-time, immediate support for our incredible brokers,” Armstrong said, adding the group is made up of experienced and knowledgeable mortgage experts that have underwriting, sales and service expertise.
Over the last year and a half, Community Trust spent a lot of time defining and improving its range of products and services for clients and brokers, including things like InstaValue, InstaShare and Community Trust Café, as well as many of its credit updates and rates. Armstrong said they’ve delivered “a fantastic amount of best-in-class products for our broker partners and, ultimately, their clients.”
The creation of the mortgage advisory team is the service layer that’s being put in place to ensure Community Trust’s broker partners get the answers they need, when they need them and how they need them, whether that be by email, Café messenger or the soon-to-be introduced dedicated contact line available Monday-Friday, 8am-8 pm ET. The three methods of contact will be staffed by the mortgage experts on the team, who are standing by to immediately respond to brokers’ inquiries on specific files, as well as to discuss updates and solutions.
Rolling out the mortgage advisory team is in line with Community Trust’s intention to put its focus for the balance of 2021 on improving and ensuring its broker partners’ experiences are nothing but the best, which is something they expect, Armstrong noted.
“We have amazing partners that have been getting good service, but it’s not going to be just for them,” he said. “It’s for everybody.”
Community Trust’s goal is to build industry-wide consistency when it comes to service. Looking across the industry at the different models it has employed in the past, and what its peers have employed in the past, the decision was made to “raise the bar and deliver what we see as the leading service experience to our partners. We’re setting a new expectation,” Armstrong said, adding the Mortgage Advisory team is “a big change for us, and one I’m absolutely excited about.”
And why is Community Trust doing this?
“It’s simple - we care,” Armstrong summed up. “It all comes back to that.”
Bringing the team forward has been a major undertaking involving all levels of Community Trust working together, and it’s something everyone is onboard with because they understand the importance and value of their broker partners. They are truly at the centre of everything Community Trust does, Armstrong noted, and “we need to ensure we deliver.”
“Brokers have asked for incredible experiences, they’ve asked for world-class service, and they want to know we care about them and their business,” he said. “We’re building this team to do that — to show them we care about the business they give us, and that we’re here to support them in any way we can.”
