Wholesalers often have too many people touching the loan and end up with scenario’s where the left hand doesn’t know what the right hand is doing. Other wholesalers find it necessary to shift around loan responsibility based on fluid capacity levels. This makes it difficult–especially if loans are being assigned on a rotating basis when they arrive–for brokers to access the people making the operating decisions.
To ensure their clients have the best experience possible, Rocket Pro TPO recently introduced its Crews program. Under this program each Rocket Pro TPO broker will have direct access to a small team of mortgage experts (Underwriters, Closing Specialists, Purchase Title Coordinators, etc.) who know the broker, know their business, and can help get loans closed fast and with certainty. While some lenders offer access to their underwriters or closing specialists, Rocket Pro TPO will offer access to a full team, or “crew,” that will be dedicated to the broker's success. Each crew will have a leader who will be well versed on the client’s business and will have strong relationships with the client and their originators.
“We are redefining the way we work with broker partners. First, we spent two years building a best-in-class technology platform so that brokers can submit and price loans and retrieve information quickly and easily. After all, people would rather just go online and quickly address things if they can.” said Austin Niemiec, EVP of Rocket Pro TPO. “Now we have rebuilt the process–how loans flow and requests come in–and created a customized version that we have been testing for the last four month. We now offer a high-touch boutique experience that complements our automation. It’s about listening to our clients and then shifting our mindset and processes to be able to meet their needs.”
This program is designed with four things in mind.
- World Class Consistency: Brokers and originators will deal with the same leader and the same group. When you know who you are going to be talking to and you understand how they think and work, you start to be able to anticipate and expect certain outcomes.
- Accessibility: The crews are tailored by time zone, so brokers can call at any time of the day.
- Speed and Efficiency: While they are able to close in 15 days, RocketPro TPO is continuing to try to improve. By giving brokers direct access to decision makers, it hopes to continue cutting away at the red tape that can slow things down.
- Certainty: The customers will know the crew and the crew will know them. You know what you are going to get.
Changing the business in such a way takes investment. Not only do you have to make changes to the technology and processes, which might mean retraining and reconfiguring, but you have to invest in your people. It doesn’t do any good to offer a dedicated team approach if that team is constantly churning. It defeats the whole purpose. “The Crews approach leverages one of our strengths, our people.” Niemiec said. “We have one of the most experienced teams in wholesale. Enabling these experts to engage more closely with our clients is a big plus. Turnover hasn’t been an issue with us. We were ranked as the fifth best place to work by Fortune Magazine.”
Improved processes aren’t the only thing Rocket Pro TPO is offering brokers. They have also launched Pro Performance, a training platform that will offer live and on demand sales training as well as training on how to get the most from the Rocket Pro platform. To compliment the platform, it is also bringing brokers to Detroit to get to know their culture and their leadership. Whether it be out in Detroit or on the platform, the idea is to stimulate conversation, improve skill levels and develop a mindset that enables success.
