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Genworth Mortgage Insurance Corporation ©2019 Genworth Financial, Inc. All rights reserved.
5 Tips to Create More
More Business, More Referrals, and More
Loyalty
January 2019
25 Tips to More
Legal DisclaimerGenworth Mortgage Insurance is happy to provide you with these training materials. While we strive
for accuracy, we also know that any discussion of laws and their application to particular facts is
subject to individual interpretation, change, and other uncertainties. Our training is not intended as
legal advice, and is not a substitute for advice of counsel. You should always check with your own
legal advisors for interpretations of legal and compliance principles applicable to your business.
GENWORTH EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED,
INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
PARTICULAR PURPOSE, WITH RESPECT TO THESE MATERIALS AND THE RELATED TRAINING. IN
NO EVENT SHALL GENWORTH BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, PUNITIVE,
OR CONSEQUENTIAL DAMAGES OF ANY KIND WHATSOEVER WITH RESPECT TO THE TRAINING
AND THE MATERIALS.
Desktop Underwriter®
or DU is a registered Trademark of Fannie Mae
Loan Product AdvisorSM
is a registered Service Mark of Freddie Mac
ActionCenter®
and Rate Express®
are registered trademarks of Genworth Mortgage Insurance
Genworth Mortgage Insurance Offers A Comprehensive Suite Of Training
Opportunities To Boost Your Know-How, Benefit Your Bottom Line, And Serve Your
Borrowers Better. Visit mi.genworth.com To Learn More.
35 Tips to More
1Listen
Listen
Excellent Listeners 3
45 Tips to More
1.
2.
3.
55 Tips to More
If you want to be
liked, loved, or
respected…
Listen.
65 Tips to More
Listen and Learn
77%Of Real Estate Agents
or Brokers have only
one lender they
regularly refer clients
to.
Inman
75 Tips to More
What Do RE Agents Look for in an LO?
80%Want efficient
communication and
responsiveness
ahead of concerns.
85 Tips to More
What Do RE Agents Look for in an LO?
59%Listed speed as the
highest factor when
determining whether
or not to recommend
a lender.
95 Tips to More
What Do RE Agents Look for in an LO?
What are
your Agents
Looking
For?
What is the most difficult part
of the mortgage process to
them?
What keeps them up at night?
105 Tips to More
What Do RE Agents Look for in an LO?
What are
your Agents
Looking
For?
Ask, and then…Listen.
115 Tips to More
2Educate
125 Tips to More
Educate
70%
Of borrowers relied
heavily on lenders
and brokers as their
source of information
about the mortgage
process.CFPB
135 Tips to More
SlideShare.net
• Top 100 visited sites.
• 80% of traffic comes from an
organic Google search.
• Loan manufacturing is one of the
top 10 topics searched on
SlideShare by millennials.
145 Tips to More
Create content that
educates, explains,
or helps borrowers
avoid problems.
155 Tips to More
3Network
165 Tips to More
Networking is More Than an Event
250
175 Tips to More
Networking is More Than an Event
250
The number of
contacts you can
make if you email one
person each day for a
year.
185 Tips to More
98%
195 Tips to More
98%The open percentage
rate of handwritten
letters.
205 Tips to More
A Great Thank You Includes…
• A greeting
• A concise expression of gratitude
• Something specific/memorable about the
experience or situation
• Thanks again
• Closing
215 Tips to More
Write Thank You
notes or email your
customers, teams,
and the people who
make you
successful.
4Loyalty
225 Tips to More
235 Tips to More
Loyalty
2%
The percentage of
borrowers who chose
their lender based on
reading online
reviews.
STRATMOR
245 Tips to More
Loyalty
32%Read reviews, but are
simply looking to
confirm the choice
they made.
STRATMOR
255 Tips to More
Steps Borrowers Take Regarding Reviews
STRATMOR
Get a referral
Google the Lender/Loan
Officer
Confirm positive referral
265 Tips to More
How to Focus on Building Loyalty
1) Provide checklists of items required for the process.
275 Tips to More
Loyalty
55%When checklists are
not provided, the LO’s
opportunity for a
referral drops by this
amount.
STRATMOR
285 Tips to More
How to Focus on Building Loyalty
1) Provide checklists of items required for the process.
2) Give the borrower notice of the closing date/time well before
closing.
295 Tips to More
Loyalty
93%Satisfaction rating of
borrowers when given
adequate notice of
closing date.
STRATMOR
305 Tips to More
Loyalty
60%Satisfaction rating of
borrowers when given
inadequate notice of
closing date.
STRATMOR
315 Tips to More
How to Focus on Building Loyalty
1) Provide checklists of items required for the
process.
2) Contact the borrower well before closing.
3) Be proactive about helping borrowers stay
informed.
325 Tips to More
Loyalty
93%Satisfaction rating for
borrowers who are
proactively called by
their Loan Officer.
STRATMOR
335 Tips to More
Loyalty
84%Satisfaction rating for
borrowers who logged
in to a Lender’s
website to find status
update.
STRATMOR
345 Tips to More
Loyalty
60%Satisfaction rating for
borrowers who had to
call to find status of
loan.
STRATMOR
355 Tips to More
How to Focus on Building Loyalty
1) Provide checklists of items required for the
process.
2) Contact the borrower well before closing.
3) Be proactive about helping borrowers stay
informed.
4) Start the closing on time and be present.
365 Tips to More
Loyalty
92%Satisfaction rating for
borrowers when
closing started on
time.
STRATMOR
375 Tips to More
Loyalty
76%Satisfaction rating for
borrowers when
closing did not start
on time.
STRATMOR
385 Tips to More
Sometimes the
question is “How
loyal are you to your
customers?”
5Educate
Yourself
395 Tips to More
405 Tips to More
Building More Requires Knowledge
Rob Chrisman: Daily News and Commentary
https://www.robchrisman.com/
STATMOR GROUP: Powering Performance. Together.
https://www.stratmorgroup.com/
Inman I Real Estate News for Realtors and Brokers
https://www.inman.com/
Genworth MI
https://new.mi.genworth.com/
415 Tips to More
https://miblog.genworth.com/first-time-homebuyer-market-report-12-18/
425 Tips to More
Know not only what
is happening, but
why it is happening.
Genworth Underwriting Guidelines
43To Be Included with All Presentations
Genworth Rate Express®
44To Be Included with All Presentations
LOS Connections
To Be Included with All Presentations 45
Training Tools and Information
46To Be Included with All Presentations
Training Tools and Information
To Be Included with All Presentations 4747
48To Be Included with All Presentations
Additional MI Site Information
49To Be Included with All Presentations
➢ ActionCenter®: 800 444.5664
➢ Your Local Genworth
Regional Underwriter
➢ Your Genworth Sales
Representative
Your Genworth Resources
50To Be Included with All Presentations
Legal Disclaimer Genworth Mortgage Insurance is happy to provide you with these training materials. While we strive for
accuracy, we also know that any discussion of laws and their application to particular facts is subject to
individual interpretation, change, and other uncertainties. Our training is not intended as legal advice, and is
not a substitute for advice of counsel. You should always check with your own legal advisors for
interpretations of legal and compliance principles applicable to your business.
,GENWORTH EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED
INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
PARTICULAR PURPOSE, WITH RESPECT TO THESE MATERIALS AND THE RELATED TRAINING. IN
NO EVENT SHALL GENWORTH BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, OR
CONSEQUENTIAL DAMAGES OF ANY KIND WHATSOEVER WITH RESPECT TO THE TRAINING AND
THE MATERIALS.
Genworth Mortgage Insurance Offers A Comprehensive Suite Of Training
Opportunities To Boost Your Know-How, Benefit Your Bottom Line, And Serve Your
Borrowers Better. Visit new.mi.genworth.com To Learn More.
Collateral Underwriter®, Home Ready® and Desktop Underwriter® or DU® are registered trademarks of Fannie Mae
Loan Product Advisor®, Home Possible®, Home Possible Advantage®, Loan Collateral Advisor® and Home Value Explorer® (HVE®) are registered trademarks of Freddie Mac
ActionCenter®, Homebuyer Privileges® and Rate Express® are registered trademarks of Genworth Mortgage Insurance
Simply UnderwriteSM is a registered service mark of Genworth Mortgage Insurance
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