How First Home Mortgage leverages tech to build borrower trust

By Emilee Kovich | Encompass Administrator, First Home Mortgage
December 20, 2023 • 4 min read

In a market where margins are tight and competition is fierce, we’re differentiating ourselves at First Home Mortgage by going beyond quoting rates so we can continue to thrive. We blend great technology with excellent customer service to give our borrowers the confidence they need to make big decisions. What’s more, partnering with our customers throughout their mortgage loan process and beyond is the foundation our business is built on.

Investing in technology shows our customer we care

By onboarding technology that makes the lending process easier and more intuitive for borrowers, we show our customers that their experience comes first. This instills trust with our borrowers that wouldn’t be possible if they were dealing with security issues, a lagging system, or confusion about next steps.

As technology in our industry advances, we’ve found it to be particularly important to have a borrower-friendly portal to improve communication between our borrowers and loan officers. We also want borrowers to stay looped into the process and be able to easily check their progress and to-dos. Having that information right at their fingertips eliminates misunderstandings and removes roadblocks. In return, borrowers see that we’re putting their experience and peace-of-mind first, which earns their loyalty and future opportunities to do business with them.

Connecting borrowers to loan officers

Encompass Consumer Connect® has given our borrowers a streamlined place to upload documents, sign disclosures, and complete the entire application online with very little assistance. It also gives our loan officers a window into customer behavior, which helps them identify and solve issues before they become real problems. Borrowers have liked having autonomy during the lending process, along with full access to their Loan Officers (LOs) when they need it. And our LOs now have healthier relationships with borrowers because their time is freed up to really connect and offer them the tailored assistance they want. So, it’s a door that swings both ways; borrowers gain a sense of trust when things move more smoothly, and LOs do a better job taking care of clients when they have the resources to do so. Consumer Connect is the hinge in that door.