“It’s really important that all our team members are trained and passionate about our clients,” Sain told MPA during a telephone interview. “So, while I do have a dedicated team – actually three different teams dedicated to speaking with clients in various communication methods – the whole team is focused on client satisfaction. That’s what makes us different. We all have one mission, and our mission is to be the most compassionate, hands-on servicer that we can possibly be in making sure we support our clients in whatever they need us to support them in.”
The use of technology looms large in the customer satisfaction alchemy: “Technology plays a huge role in everything we do at Rocket Mortgage,” Sain said. “We let technology do what computers do best, and we let our team members do what they do best. When you think of technology, it can do automated things. Humans bring that empathetic view of what is happening.”
Sain has a track record in the realm of customer service, having joined Rocket in 2013 as an investor reporting analyst with 11 years of industry experience. During her tenure at Rocket Mortgage, the company earned the top customer service ranking from JD Power for eight consecutive years from 2014-21. According to her corporate bio, she earned bachelor’s degrees from Davenport University and Wayne State University and a master of business degree from the latter.
The issue of customer satisfaction has come into greater focus given rising anxiety levels among consumers in an era of volatile business rates. The proportion of mortgage servicing customers identifying themselves as financially unhealthy was 54% in the JD Power survey — not- indicative of an ability to pay bills, but a sense of being financially strained against a backdrop of inflation, the survey found.
“It’s at times like this, when market conditions and personal financial health are strained, that great customer experiences can have the biggest influence on loyalty and advocacy,” Bruce Gehrke, senior director of lending intelligence at JD Power, said in a prepared statement. “Servicers that recognize proactive customer outreach and effective problem resolution as opportunities to build stronger client relationships – rather than obstacles to overcome – are in a great position to differentiate themselves and set a new standard for the industry to follow.”
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