For many people, a mortgage loan is the single most expensive financial investment they will make in their lifetime—and with thousands of lenders to choose from, the decision of which lender to work with can be quite daunting. At San Diego County Credit Union (SDCCU), our extensive history has helped us understand the depths of this decision-making, which is why it is our priority to help make the mortgage lending decision as easy as possible for our members. We use a simple formula to ensure we offer mortgage solutions that fit the needs and financial situations of our vast member base: focus on our members, deliver exceptional service and provide breakthrough products.
Put Members First
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The old adage, "the wise person listens more than they speak" is what drives SDCCU's focus on our members, in addition to the credit union philosophy that people come first and profits second. This is a key differentiator that sets our credit union apart from the big banks and other lending institutions. We focus on what we can bring to the product and service forefront that our members want versus the individual profit gain agendas of shareholders. As a result, we listen to our members and respond accordingly by tailoring service levels and product offerings to fit their diverse needs.
Deliver "WOW" Service to Members
Delivering exceptional service to members (something we call WOW service) is a cornerstone of our business and transcends every aspect of what we do, whether it's helping a member open their first checking account, purchasing a new or used car, or refinancing a home. Our commitment to maintaining exceptional service levels has kept most of our turn-times on home equity lines of credit down to 18 days and the majority of turn times on purchases to under 30 days. This means that if members need funds quickly to fix an urgent issue on their property, SDCCU is able to deliver in a timely manner. We are constantly assessing service level metrics and searching for ways to enhance the member experience.
We are also dedicated to expanding our footprint in both the physical and technological space throughout Southern California to allow members the opportunity to interact with their financial partner however they feel most comfortable. That means they can submit their mortgage documents online or at any one of our more than 35 branch locations in San Diego, Riverside and Orange counties.
For a more personalized home-buying experience, SDCCU also offers members a dedicated real estate expert to guide them through the process.
Provide Breakthrough Products
When it comes to product offerings, SDCCU combines successes from our 76-year history with innovative, out-of-the box ideas to deliver a variety of breakthrough products to our members. In recent years, SDCCU has delivered new offerings that provide flexibility and stability while maintaining competitive market rates, which have been well-received by our members. We make it a priority to continuously evaluate our product portfolio, which includes reviewing feedback and making enhancements for our members' benefit. With nearly $1 billion in real estate production in 2014 and a BEST Mortgage Provider honor in the U-T San Diego Readers Poll for the 5th year in a row, there is no question that this simple formula has propelled SDCCU to success in the real estate and mortgage sector. So remember: focusing on members, delivering exceptional service and providing breakthrough products sets the stage for mortgage lending success!
Dale Turner is the executive vice president of real estate at San Diego County Credit Union. He can be reached at 877-732-2848 or [email protected].
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