How We Can Be Stronger TodayEarlier in March, QLMS Executive Vice President Austin Niemiec shared information on how QLMS is taking care of you and our team members at this time. To echo his post, we want to express that the job of our partners is critical during this time, and it is our job to support you. It’s one we take seriously.
At the end of his post, Niemiec signed it “stronger together.” And right now, that statement is more important than ever. So how can we be stronger together today? Don Chiesa, Divisional Vice President of Regional Accounts, provides some insight.
At QLMS, we started with shifting our team members to work from their homes without causing disruptions or lapses in timelines for you or your clients.
“Our leadership recognized the need to have our team members work from home early and [that preparation] made it as seamless as possible to support our partners,” said Chiesa. Because of this, “we’ve been able to maintain consistency in a volatile market, something that gives our partners confidence. Our partners have appreciated that we have eased their vendor burden and have provided stability during this time.”
That stability includes seamless access and turn times, team members who are eager to help and making business feel as normal as possible – with a few comical moments of working from home thrown in.
“Other than the occasional laugh we share from hearing the dog bark or our kids getting involved in the conversation, it really has felt like nothing has changed for our partners,” said Chiesa.
While much of the work routine stays the same, partners may face a few challenges unique to the current situation. Working in partnership with your Account Executive (AE) can help.
“Some loan officers are not set up to access their LOS from home,” said Chiesa. “They may only have access to our portal when following up, so we need to remain helpful and ensure they know how to access the information they need.”
“Capacity is another issue,” he said, “so partners should leverage QLMS for consistency on this front.” He added that partners can also do their part. “[They can] help on the efficiency front by ensuring they are uploading complete packages to minimize any delays and focus on getting them in quickly.” He also suggested partners “leverage mobile devices for clients to get PDFs of documents if they don’t have access to scanners.”
Partners can also keep their clients up to date with innovative technology like The Answer and GURU – both can help you find solutions to questions fast, giving your clients more confidence.
Along with day-to-day tasks AEs can assist with, they’re also there to provide encouragement and support in other ways.
“Our partners can open up to their AEs on any struggles,” said Chiesa. “We are helping all of our partners on many fronts. Our AEs are a source of information on the market as well as sharing how others are dealing with various issues as they vary from account to account. Our AEs are reaching out, so pick up the phone. They want to help any way they can, even to break up the day – since we need a good laugh every now and then.”
As we continue to be stronger together, Chiesa offered a few more words of encouragement.
“Brokers are resilient, as we have seen over the years. Markets are resilient,” he said. “Continue to focus on the good things we can do for the many individuals who need our help with their largest financial asset. Know all 18,000 and growing Quicken Loans team members are committed to helping in every way we can because we truly care. We will all find positive outcomes from what we do over the coming weeks if we just look for them.”