NEO Home Loans empowers clients through financial literacy
This article was produced in partnership with NEO Home Loans.
Established in late 2020, NEO Home Loans believes true success goes beyond closing loans and is in creating lasting value for clients and their families. Through its new initiative, ‘Just Cause,’ the organization provides education and support to aspiring homeowners who have never enlisted a financial advisor’s services. By filling this gap, NEO ensures the long-term financial wellbeing of homeowners.
NEO insists that mortgage companies can no longer get away with putting homeowners into debt but must equally focus on getting them out of debt and showing them how to leverage their home to maximize their wealth.
The firm believes successful homeowners – those who have a plan to maximize their wealth and minimize their monthly expenses – make better neighbors and build stronger communities for everyone.
The people behind a winning company
The success of NEO’s ‘Just Cause’ initiative relies on the following key roles in the organization:
- Production team: Engages with the families NEO serves, ensuring that every mortgage solution aligns with the families’ immediate and long-term financial goals. The team’s focus extends beyond transactions to build lasting relationships.
- Operations/support staff: Play a crucial role in ensuring that every step of the mortgage process is handled efficiently and accurately. By managing the intricate details behind the scenes, the operations/support staff provide precise and timely information that fosters trust and ensures a seamless process for the families they serve.
- Client success managers (CSMs): Maintain long-term client relationships and deliver ongoing value. They don’t just fulfill transactions; they guide clients through life’s financial decisions with expertise and care. All CSMs are Certified Mortgage Planning Specialists who provide holistic financial guidance that supports clients well beyond the initial loan.
“The client success manager is the cherry on top that sets NEO apart from other lenders, providing ongoing support to our families after the loan closes,” says Jill Wilder, CSM at NEO VA Loans.
An encouraging workplace
To make a change for clients, NEO empowers employees by creating a safe and welcoming place to work. These efforts have earned plaudits such as the MPA Top Mortgage Employers 2024 award.
Through a rich benefits package, which boasts unlimited PTO and discretionary remote working, a strong commitment to diversity and inclusion, NEO is a progressive place to work.
“Coming to work at NEO feels like being at home,” says loan coordinator and team leader, Darcy Gonzalez. “The culture fostered by management and ownership is unparalleled. It’s truly a family atmosphere where we care deeply for one another and our clients.”
Division vice president, Pinky Shah, comments, “I’ve been in this industry for 20 years, and it’s amazing to finally be in a place where the focus extends beyond closing loans. At NEO, we help our clients grow their financial literacy and wealth, serving them before, during and after the transaction."
That hard work comes to fruition with NEO experiencing a 22% increase in sales force over the past 12 months during a down market, showcasing resilience and strategic growth.
“Albert Einstein said, ‘strive not to be a success, but rather to be of value.’ At NEO, we live by the ethos of ‘Better Every Day,’ constantly enhancing our service to provide greater value to our clients and business partners,” says division vice president, Jason Russell.
The organization achieves outstanding customer and employee net promoter scores, highlighting a commitment to satisfaction and long-term relationships.
“NEO has changed my life, my family’s life and my clients’ lives,” says branch manager, Justin Padron. “We aren’t just debt dealers; we’re trusted advisors in all things real estate and finance, committed to making a real impact on our clients’ futures.”
NEO has gained industry recognition through events, coaching programs, and initiatives such as the NEO Impact Summit, which fosters community engagement and drives change.
The NEO Experience App is an essential tool for financial fitness and mortgage readiness. It offers:
- secure credit monitoring
- credit simulator
- comprehensive view of finances through linked accounts
Users can:
- track budgets
- set savings goals
- assess their mortgage readiness with the Homeownership Snapshot feature, which provides personalized action plans and tips to help users achieve homeownership
“Working at NEO has been a unique experience. The collaboration and commitment to improving the mortgage experience for both clients and teammates are unmatched, making me proud to be a part of this company,” says processing team leader, Micah Dunham.
