In 2008, Graziano realized that many homeowners didn't necessarily know about all of the options available to help them navigate new and unexpected financial struggles. She knew she needed to reach out to clients with resources that could help them make informed decisions.
As they navigate the financial impacts of today's pandemic, homeowners are armed with more information and understanding than ever before. While no one could have anticipated what's happening, more people have access to the tools - including mobile apps, help centers, and online FAQs - they need to secure their living situations and build a better financial future.
2. Help build a foundation for financial stability
In 2008, Graziano worked closely with many families who ended up with no choice but to leave their homes. Crushed by these families' feelings of loss and defeat, she made a commitment to help clients avoid similar outcomes in the future.
Over the next few years, Graziano developed four key principles of home preservation to help clients navigate unforeseen financial challenges and keep their homes. These four principles are:
Keep clients informed. Proactively give clients a clear, detailed, and jargon-free understanding of their financial situation.
Educate all you can. Create resources to help clients navigate potential or impending financial instability - such as a blog, webinars, videos, help center, or frequently asked questions (FAQ) page about mortgage relief and refinancing options.
Provide every option. Give your clients as much control as possible over their financial future by sharing all available options in a clear and simple way.
Help clients get back on track. Help clients restore a sense of normalcy by discussing how relief or refinancing will affect their everyday lives, and create action plans with short- and long-term financial goals.
Any bank or lending institution can use these steps to inform their approach to helping clients during a crisis; in her work at Truist, Graziano has found them useful in empowering clients to navigate the financial impact of COVID-19.
3. Understand your clients and meet them where they are
As a result of the pandemic, clients' preferred methods of interaction with banks have changed. Fewer clients are walking into physical bank branches, as virtual communication has become the new norm in our increasingly work-from-home world. Banks need to understand what their clients want, and make changes to deliver the service they deserve.
salesforce.com Inc. published this content on 14 September 2020 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 14 September 2020 19:54:06 UTC