A look at Elders’ Successful Customer-Centric Approach to Loan Origination
With the emergence of fintech disrupters, similar product offerings and constantly decreasing margins and cash rates, the lending industry has never been so competitive.
In order to differentiate themselves from the competition, lenders are adopting a more customer-centric focus which effectively blends the efficiencies of digitisation, with the convenience of human service in order to offer a seamless, customer focused home loanprocess.
Before the upcoming Loan Origination Excellence event,John Rolfe, Head of Home Loans at Elders in South Australia discusses how Elders successfully negotiated change management and made the customer experience their unique selling point in order to improve customer retention and increase market share.
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