Since opening our doors in 2006, V.I.P. Mortgage, Inc. has quickly grown from five to nearly 300 employees during what some would say has been the worst housing crisis in our nation’s history. As a united family, our employees have focused on delivering V.I.P. Mortgage customer service by listening and making people our top priority. Our volume growth has surpassed even our expectations, from $31 million in 2006 to more than $1 billion in 2012.
Our customers are not just the borrowers we lend to, but also encompass Realtors, builders and vendors. Our investors, which include big names like Chase, Wells Fargo, Citi Mortgage and US Bank, all purchase loans from V.I.P. Mortgage and grade the company on portfolio qualities. From credit scores to LTV and delinquencies, V.I.P. Mortgage is graded and placed in Tiers – one being the best of three tiers. V.I.P. Mortgage is proud to be in the top Tier One with all the investors we serve. Our investors have complimented us time and time again on great, quality loans that perform. This translates to better pricing on interest rates that we are then able to pass on to our borrowers.
V.I.P. Mortgage also grades itself on market share. It is affirmation we are doing our jobs successfully when we see our market share increase. Currently, V.I.P. Mortgage is in the top 20 banks for overall market share and in the top 10 when the major national banks are excluded. We are also in the top 10 for resale production.
V.I.P. Mortgage developed a customer service survey (score card) for our customers to fill out. The score card is tracked by loan officer, branch and as a company aggregate, and monitors our customers’ experiences and feedback. The score cards are rolled up into our Encompass Mortgage Automation System, where the company can see its performance in customer satisfaction each month from January 2012 to the present. The most important element in customer service is whether or not the borrower would use V.I.P. Mortgage again or refer us to a friend or family member. In 2013 to date, 98.6% of survey respondents would use V.I.P. Mortgage again or refer V.I.P Mortgage to a family member or friend.