The Jet Lending Client Delivery Process

The mortgage broking industry is still struggling with the concept that one company can offer the same “every client, every time” consistent service offering.

The non negotiable aspects of excellent client delivery are required to have a blue print of the Jet Lending business model and what clients can expect.

It is known as the “JetWay”. All our brokers and customer care reps must attend to these points. This is another exciting reason to use Jet Lending and why we are the leaders in customer service and excellence.

Step 1

All clients who call into the business can be qualified by the first person that they talk to (it is dealt with at first point of resolution).

Step 2

An email is sent to the client to confirm the time and date of the appointment and what documents are required to be provided.

Step 3

The client is seen at the first available time to suit them (straight away if need be is the service guarantee). 

Step 4

At the interview the client is delivered to as per the current service process noted in the Jet Lending business operations manual.

Step 5

The client is called within two days to advise of the progress of the loan (regardless if there is any news).

Step 6

Clients are called each Monday and each Friday to update.

Step 7

The client is called by the broker (all other after sales calls by client services apart from this call and the settlement call) to advise of full approval.

Step 8

An offer is always made to meet to sign the mortgage documents.

Step 9

A call is made to confirm that the documents have been signed and returned to the lender.

Step 10

The broker calls the client to congratulate on the settlement having taken place.

Customer Care post settlement process begins.

Step 11

A post settlement letter to congratulate clients on the settlement is mailed out (immediately after settlement). Outlining future correspondence and opportunities.

Step 12

The newsletter is sent out quarterly. Email and Posting.

Step 13

Anniversary letters sent out each year to offer a free annual review.

Step 14

Fixed rate expiry letters are sent out 6 weeks prior to expiry and the client is called 3 weeks prior to expiry to notify clients and assist with current options.

Step 15

Regular communication on industry updates and Jet Lending social functions are sent to the clients via email and letters.