“We have the force of a huge, productive machine like Home Point behind us. They’re with us every step of the way.” — Brendan McKay, McKay Mortgage 

Brendan McKay, owner and senior loan officer of McKay Mortgage,  has worked with Home Point since day one of his brokerage. In just  over three  years, he has  scaled his business,  achieving an impressive $79 million in loan production in 2019 – with a five-person team.   

McKay knows price is what often gets new borrowers in the door.  In fact, aggressive price and choice is  one reason the broker channel continues to grow mortgage lending market share.  But he says it’s the experience that keeps his customers coming back. 

Double down on customer retention 

McKay’s goal from the beginning was to scale his business with his existing team. To do that, he doubled down on customer retention. 

He doesn’t want to spin his wheels earning new transactions over and over. Instead, he  focuses on delivering a positive customer  experience where he will earn repeat business and win over the long-term. That means ensuring each transaction closes on time, communicating with borrowers about the status of their  loan, and  being transparent with his referral  partners about the process.   

McKay believes in playing the long game — he says he would rather make less money and deliver a consistent experience than go chasing every transaction. 

And it’s paying off.  McKay  was named the #2 Mortgage Broker in Maryland and the #66 Mortgage Broker in the U.S. by the 2019 Scotsman Guide Top Originator Rankings, placing him among the top .5% of all mortgage originators in the country. 

Experienced account team support 

McKay  says finding a strong wholesale lender partner with experienced account teams  gives him a powerful edge on the competition. It enables the consistent customer experience  he needs to  scale  his  brokerage. 

McKay is on a first-name basis with his entire Home Point  account team.  He says their support goes way beyond the basics or what is customary in the industry. He leans on his Account Executive for help with complex issues and problem-solving expertise, helping  grow  his business in record time.   

McKay explains how positive customer experience enables growth.

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