Maintaining a five-star experience

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    Like many innovative and visionary people who leverage digital technology to gain success, Go Mortgage director and 2018 MPA Top 100 Broker finalist Xavier Quenon and his team harness everything digital space has to offer to become the five-star-customer-rated business they are today.

    “We have managed to transform a business that’s valued solely for the size of its loan book to a business that has an intrinsic goodwill value,” Quenon told MPA. “Thanks to its public five-star reputation and self-generating online lead traffic.”

    According to him, Go Mortgage stands out from other brokerages because it’s a relationship-based business whose many clients have no qualms about going online to endorse the superior customer service they enjoy. Quenon and his team encourage their clients to use various online platforms to share their experience with Go Mortgage and to rate its service.

    “We help our customers work their way through the financial maze with plain, simple English,” Quenon said. “We support them on their financial journey — from purchasing their first home and building their investment portfolio, all the way to retirement.”

    Keeping the balance
    To improve productivity, Quenon’s team continuously review their processes while remaining compliant to the ever-changing financial regulatory environment. By doing so they get to remove as much friction as possible from the loan application for their clients.

    “The balance between keeping our compliance in check, our application process swift and our customer experience at a five-star level can be challenging as additional steps and paperwork is required nowadays,” Quenon said.

    “We are up to the challenge, however, and we believe that mortgage brokers are best placed to help borrowers understand the changing environment.”

    Reason for being
    Despite increasing regulatory complexity, the rise of fintech, the coming open banking system, and all other issues shaking the industry, Quenon is able to keep a steady focus on what he wants to achieve for his business in the near future.

    “What we are working hard towards and hope to achieve is to cement our raison d'être, from our value proposition to our foothold in the industry,” Quenon said.

    “We want to ensure borrowers in need of credit advice and personal care can access a five-star service and personalised solutions from a team that cares.”

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