Most of the time, the entirety of the loan process is left by clients for loan officers to accomplish. With this in mind, client experience must always be prioritized in this complex transaction. Jen Du Plessis sits down with Brian Lykins, a Branch Manager in Kentucky, to discuss how to keep customers in touch and not leave them in the dark. He explains how to deliver consistent updates to them, building your authenticity and freeing them from any worrying thoughts. Brian also talks about the contribution of automated messages to make this task less tedious and more accurate, as well as his COVID-19 game plan.

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