At Quicken Loans, one of our guiding principles is to take care of “Every Client. Every Time. No Exceptions. No Excuses.” Although this guides the actions of all of our team members, it’s perhaps best exemplified by our team of Client Care Specialists (CCS). This position, unique to Quicken Loans, serves to help the client through the mortgage process by assisting, communicating and informing the client each step of the way.
The client starts the process by setting up a loan with their mortgage banker and ends by signing the closing documents. In between, the client works closely with their personal CCS.
According to Jennifer Boyd, Senior Operations Trainer who trains team members for the CCS role,“Our CCS team members are the main point of contact with the client once the banker has the loan set up, and they guide the client through the remainder of the process until the loan is ready for our Closing team. They’re the voice for all of our team members working behind the scenes, such as our Underwriting and Vendor team members. If we need additional information or documentation from our client, the CCS reaches out to obtain it.”
The CCS also has to be a source of knowledge and information for the client. Boyd continues, “The CCS has to possess a lot of knowledge about the overall mortgage process and be able to translate it for the client.”
The CCS can also answer the questions “Why?” Steven Chandler, an Operations Director at Quicken Loans who oversees several CCS teams, explains that “A Client Care Specialist is an expert in communicating to the client what is needed to close their loan and the ‘whys’ behind requested documentation. The CCS helps our clients understand the loan process, progress of their loan, and most importantly, they break down what documents are needed and why we need them.”
Since, according to Christine Jabra, another Operations Director over several other CCS teams, a CCS “is the main point of contact for our client from the time the clients sends in the initial documents until the loan is ready to close,” a client comes to rely on the CCS for advice and guidance.
She explains how a CCS makes the loan process easier for clients by “ensuring that every loan is treated with the care and the attention that it deserves. Through continual communication efforts the CCS keeps the client aware of the status of their loan every step of the way.” According to Jennifer Boyd, they can become “friend, confidante, and enforcer for our clients.”
The CCS role requires someone with knowledge, communication skills and the willingness to be an advocate for our clients. Chandler says, “They’re great communicators, client service-driven and solutions- oriented.”
The personal service they extend to clients revolves around the clients’ wants and needs. Jabra explains, “If a client has a special time of day to be called, the CCS will make it happen for our client. A good CCS is someone who is a great communicator and will go the extra mile for Every Client. Every Time. No Exceptions. No Excuses. Client Service is not something that a good CCS would ever cut corners to achieve. A good Client Care Specialist is extremely knowledgeable, friendly and professional.”
It’s largely through the efforts of these valuable team members that Quicken Loans has won the J.D Power award for “Highest In Customer Satisfaction for Primary Mortgage Origination” in the U.S., three years in row.