How a lender puts emphasis on relationships – HousingWire
HousingWire recently spoke with Homepoint Experience Director Ginger Wilcox about the company’s rebranding and hiring surge amid a global pandemic. Wilcox explains how Homepoint is redefining the buying and homeownership experience in the future.
HousingWire: Ginger, it’s quite a turnaround to join a company and build a reputable business within the first 10 months of working. How was this experience?
Wilcox Ginger: There’s no doubt it’s been like drinking from a fire hose since joining Homepoint, but it has truly been a rewarding journey so far – with so many talented people. Homepoint presented such an attractive opportunity from a marketing perspective and made it easy to attract top talent. It’s still such a young company, only five years old, but has already become one of the top 15 lenders in the country. There are also plenty of avenues for the continued elevation of the Homepoint brand from a customer experience perspective.
HW: You mentioned that Homepoint is an attractive destination for marketing talent. We have noticed that you have hired almost 30 people this year, while you are in the midst of a pandemic. What impact has this had on your team’s growth process?
GW: Fortunately, nearly 40% of Homepoint associates were already working remotely before the pandemic, so we already had the structure in place to support remote working and collaboration. This is a major advantage for us, as we are able to recruit and hire talented people from anywhere in the country, instead of focusing on a pool of candidates in a specific metropolitan area.
Our Customer Experience and Marketing team has remote working associates in seven different states, and I can’t say enough about the high level of professionalism, teamwork and innovation that the group collectively brings. There is no limit to the impact of this team in supporting the overall goals of the Homepoint business.
HW: Rebranding is always an exciting time for a business and often serves a more important purpose. Why was rebranding so important to Homepoint?
GW: The name change ultimately reflects our commitment to redefine the shopping and homeownership experience in the future. From a timing perspective, we thought this was a great way to commemorate the milestones Homepoint has achieved in its first five years, while also establishing an exciting new identity for the goals we want to accomplish to move from the front.
When it comes to the mortgage industry, there is so much that needs to be done to put the focus back on people and relationships – as opposed to trivialized transactional relationships – and we want to be a leader in this shift in perception.
A mortgage is so much more meaningful than a signed document or the key to a house – it’s a crucial part of greater financial security and well-being. We are going to be at the forefront of making people the focal point of the mortgage business, whether they are our associates, our clients or our correspondents and broker partners.
HW: You mentioned that you focused on relationships and looking through the lens of the customer as part of the rebranding. Is this difficult to do as a lender who only creates third party creations?
GW: Not at all. The bottom line is that regardless of whether a mortgage lender is funding a loan through their broker or correspondent partners, or working directly with a client, that client’s experience is top priority. Customer relationship is what it’s all about.
Our job at Homepoint is to use our systems, products, technologies and platforms to create a personalized environment where every customer feels prioritized – not just during the loan creation process, but throughout the lifespan of their. ready. We serve over 300,000 customers, and providing excellent service is a 52 week per year mindset.
We do more than send monthly statements – we provide real value to create healthy, happy homeowners who get the most out of their home and get the same VIP level treatment in the 11th year of their mortgage as the day they went home. we closed their loan.
Home Point Financial Corporation d / b / a Homepoint. Home Point Financial Corporation does not carry on business as “Homepoint” in IL, KY, LA, MD, NY or WY. In these states, the company operates under the full legal name, Home Point Financial Corporation.