A Leader in Mortgage Lending, LeaderOne Delivers Exceptional Customer Experience with Updater
Founded in 1992, LeaderOne Financial is rooted in the good ol’ Midwestern values of respect, keeping your word, and treating each and every customer equally and fairly. As a leader in mortgage lending, LeaderOne has expanded to over 80 branch locations and approximately 500 employees. We caught up with Angie Sherer, Mortgage Consultant at LeaderOne Financial, to learn more about what makes her team stand out in a sea of competition and how Updater is helping to make this happen.
How do you maintain an exceptional client experience with such a high volume of clients?
It really all comes back to maintaining a strong work ethic, attention to detail, and creating a fun and productive environment for my team. It’s also important that your clients enjoy the experience, as this definitely helps when it comes to the all-important client referrals.
What do you see as the number one factor that makes your team unique and successful?
Not only do we collect income/asset documentation and run automated approvals, we also send each file through a full physical underwrite prior to finding a property. Once the offer is submitted, I personally call the listing agent to let them know that our offer is solid from a financing perspective. At the end of the day, being able to provide documentation that an investment is financially sound can make all the difference.
We also include small personal touches throughout the process. We check in during milestones with fun videos, we provide Updater to alleviate the stress of moving, we help our clients set up services for their new homes, and of course, we coordinate pizza delivery on moving day!
How does Updater fit into your overall efforts to deliver an excellent client experience?
Updater is amazing! It’s fabulous that the whole process of inviting our clients is completely automated. We check daily to make sure that everything looks great, but we don’t have to. It all runs smoothly, with invites sent out to our clients when they need to be, without any work on our end. It’s also great that the Updater experience is personalized for the client with their address, email, and their agent’s name. It is a huge asset to the closing process!
What problem is Updater solving for your clients?
Time! Time is huge for everyone, but Updater helps our clients consolidate all their moving-related task into one easy-to-access platform. They don’t have to sit and search online and guess who their utility providers will be or how to forward their mail. They’re even able to search for and reserve a moving company. Everything is available in one spot to help with all the many aspects of moving that might not be the most obvious.
What do you believe is the most important piece of advice or guidance you can provide a homebuyer?
To understand what you’re doing and trust who you’re working with. We love watching our clients go into their new home happy and be confident in their purchase. It is the best part of our job, by far.
Finally, what is your favorite part of working in the real estate industry?
That’s an easy question to answer. The real estate industry is in a constant state of change, and because of that, it’s always a challenge!