It’s been 14 years since then, and Gibson has seen her fair share of markets crash and then boom, different programs come and go, and clients come in and out. One thing never changed, though. Gibson said that customer service remains her top priority.
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“When you work on one of the largest transactions someone will most likely ever make, or help them get into their dream home, the relationship tends to build itself,” Gibson said. “Oftentimes, my customers become like family or friends, and they are happy to send their family or friends to me when they need a loan or come back to me if their financial goals ever change. As their trusted advisor, they know I will treat them right and get them into the best loan to fit their needs.”
But closing the deal is not enough. For Gibson, the customer journey is as important as the result. The process should be smooth, fuss-free, yet engaging for the client.
Gibson told MPA that they have a full-service team at AmeriSave ready to work on the file as soon as the customer has given their intent to proceed on the loan. A junior writer will initially review each aspect of the file, and processors will then push the loan for final approval. Once the mortgage is fully approved, the closing team will provide all the final documents needed for closing.