Digital Lending’s Impact on Customer Service

Category: WCM Advantage
Read Time: 2min
Last Updated: 5/21/2021

A shift toward digitally-driven processes, with ever-increasing importance on robotics and technology, seems sure to be a ticket to less customer interaction and a slide in customer service, right?

While the increase in digital integration on the home lending process seems to mean more time spent online over on the phone, that doesn’t mean that the customer service aspect has taken a back seat. In fact, for Wyndham Capital Mortgage, it’s the opposite.

The driving force behind this crucial aspect of the Wyndham digital advantage is that the robotics and technology involved don’t take away from the time spent interacting with the customers. Instead, they provide more time to do so by eliminating menial, time-consuming tasks from the loan officers’ day-to-day workflows.

With thousands of hours saved on tasks that take time and focus away from customer interaction, Wyndham Capital loan officers can do the headwork they enjoy and focus on the customer experience. Whether it’s having a few extra hours to research loan options to find the situation that makes the most financial sense for the borrower or making a phone call to check in on how the borrower is feeling as the go through the home loan process, this precious time is focused on ensuring that at the end of the day, the borrower is given the very best.

The benefits of customer service provided via the digital advantage go beyond the personal interactions with the borrowers. They also extend to the actual mortgage process, one that is made substantially more convenient, efficient and less expensive.

One of the biggest speed bumps in home lending is time – the time it takes to fill out an application, the time waiting on the variety of steps to be completed or the time needed to close. With digital home lending, automation is incorporated seamlessly, reducing or eliminating many of these inefficiencies. The result is a home loan that is processed from start to finish in less time – getting you in your dream home faster or giving you more days living with an improved financial situation.

A direct offshoot of the speed of digital home lending is the ease of digital home lending. Why should borrowers be burdened with complicated, time-consuming and confusing steps when they are working on a home loan application? Why should they be OK with uncertainty if they’ve completed everything correctly while they wait for the first interaction with a loan officer? If customer service is driven by the satisfaction and happiness of the customer from start to finish, then the ease in which digital home lending makes each step is a crucial component.

From improved customer interactions and more time spent on finding the perfect solution for the borrower to unmatched speed, ease and convenience, the impact of digital home lending on customer service stretch across the spectrum. Wyndham Capital Mortgage is at the forefront of the digital home lending space, and has the tools, processes and people in place to maximize these impacts. We want to make each customer know how important they are and how their complete satisfaction is of the utmost importance – a goal that is benefited as a digital home lender.

Interested in learning more about how Wyndham Capital can help you achieve your home lending goals?

Matthew Harris is the Internal Communications Manager at Wyndham Capital Mortgage. With over 11 years of experience writing and creating content about topics from sports and culture to financial systems and business, Matthew brings his expertise to the mortgage industry. Matthew oversees Wyndham’s internal communication and content strategies to help drive the internal messaging and creating content that gives both employees and borrowers relevant and reliable information to help them make informed homebuying, selling and refinancing decisions. Matthew has a Master’s Degree in Communications from Purdue University and a Bachelor's Degree in Journalism from Appalachian State University. His interests include social media marketing, content creation and catching the occasional sports game.

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