“Client retention is a challenge for mortgage brokers, especially with many wholesale lenders having retail retention teams,” said Mat Ishbia, President and Chief Executive Officer of UWM. “Many wholesale lenders don’t support brokers when it comes to client retention. We not only support it, we want to make it easier, so we built Client Loyalty Manager. It’s a proactive way for our brokers to stay in front of their past clients, so they can continue to deliver the amazing service, products and pricing on all their borrowers’ future loans.”
The Client Loyalty Manager platform is built into UWM’s EASE loan origination system, and features an interactive dashboard that allows brokers to create customizable parameters and proactively stay in front of their clients. Brokers will receive notifications and pre-written e-mails to send to borrowers for situations that include: When rates change in their favor; when borrowers may be able to drop mortgage insurance (MI); birthdays; and loan anniversaries.
UWM has a history of equipping its brokers with exclusive tools to protect their loans, previously bringing to market its revolutionary “UConnect” and “Unite” programs. Through UConnect, UWM monitors borrowers’ mortgage credit pulls, connecting the respective broker with the borrower in the event he or she is in the market for a purchase or refinance. With the Unite program, UWM sends quarterly emails to borrowers that are filled with borrower-specific information pertaining to their home, current loan information and market trends, on the mortgage brokers’ behalf.
“Staying in touch with past clients is the best way for brokers to earn repeat and referral business,” said Ishbia. “Not all brokers have the financial or technological resources to build platforms like this. We are committed to being a true partner to them, as we want them to have their customers for life.”