When borrowers are unhappy with their product, they will often stop making payments on both their mortgage and their annual assessments. This is where our agents, working in concert with our clients, can help by investigating the issues around the dissatisfaction and offering assistance to resolve. The key is to reach out to the borrower proactively to determine what’s going on, preferably as soon as the first payment is even a day late. Communicating closely with clients regarding these issues and facilitating a resolution usually earns a satisfied, high performing customer. Clients also use this feedback to make adjustments to their sales, reservations, and even product offerings to better serve their customers.
