Task 20 – Supporting the client to settlement
Although a broker does not participate in the settlement process, they still need to remain in touch with all of the stakeholders until the loan settles.
Task 20: Question 1
Why it is important for the broker to remain informed of developments in the lending process despite not being actively involved at every stage?
Task 20: Question 2
The application form and related documents have now been signed and forwarded to the lender for approval. Philip and Jennifer have agreed that you will keep their solicitor informed of progress if/when the loan is approved.
(a) To improve your service delivery standards and ensure you are communicating effectively with Philip and Jennifer for the remainder of your interactions with them, you thought this was an appropriate time to review your client service standards. Refer to the ‘Example of an organisation’s policies and procedures’ document in the Toolbox under the section ‘client service standards’. What evidence would you consider in your review of the service delivery standards?
(b) Considering organisational policy and procedure, how would you document the improvements and to whom in your organisation might you submit your review of the standards?
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